$19 (taxes in) a month for High Speed Internet 5mb unlimited downloads (Acanac)

[Imelda_Acanac]

I gave your number to a technician.

Imelda O. Suzara
Acanac Rep

ive only got 1 handto type with due to stitchesn can you please call the number i peovided you with

[ADRiiAN`]

I'm hearing mixed reviews on Acanac.

I'm sick of Rogers and their expensive internet, so I'm wondering what's the best internet for cheap?

Acanac has amazing prices, but i'm hearing mixed reviews.

I'm located in Mississsauga, so I wouldn't think that the DSL internet speeds would be so affected.

[MMmichael]

This seems like pretty good plan. I think I'm going to order.

[Sergio]

Imelda,

Stop trying to explain and justify why your StartDate = OrderDate. It's pure baloney and not acceptable.

Videotron, Rogers, Fido, Bell Mobility, Telus, Hydro.... would never start charging customer from order date, The start billing date = when service available to end user.

Man, they found a way to cut 5 to 15 days of service off the annual plan, talk about being penny-wise, pound-foolish. All the pennies you will save will burn you with your long term strategy on renewals.

Remeber the client is always right. Stop the BS you are spreading, and take a course on customer service.

You have a chance to build a good reputation here, and you must use your logic on what is right and what is wrong. Trust me, in the long run, you will win, and more clients will come your way.

http://en.wiktionary.org/wiki/don%27t_be_penny-wise_and_pound-foolish

Sergio


Acanac processes orders from the sign up forms and charges
credit cards that date and activation may be several days later.
Renewal dates are based on the date the order is processed.
We start working on each new customer's account from that date
which includes: entering name and contact info into the system,
contacting Bell technician to visit customer, packing and sending
out modem, troubleshooting between customer's modem and servers
and Bell to figure out the best settings for each customer's line, setup,
location. All this happens from the date of order and it may take several
days and trials before each customer finally gets internet and at the best
speeds and settings possible for each location. The hardest work is
actually during those inactive days from order date to activation date!
After a customer is connected and satisfied, most of the work is done
unless the customer reports or complains about the internet speeds.
But note that heavy traffic hours when many users are online 4pm to 2am,
the Bell lines are full and speeds slow down for all regardless of ISP.

Imelda O. Suzara
Acanac Rep

[lil_azn]

I'm tired of this:

http://img2.imageshack.us/img2/4499/31132293.th.png (http://img2.imageshack.us/my.php?image=31132293.png)

:mad:

[tomtomtom]

@Imeda

In all honesty, I really don't care how Bell put tariffs per GAS causing your company to bleed with red until the second year but explains why your company tries to renew a contract automatically 2nd year without much notification.

My most concern is the quality of service and price. Why do we have to pay less and suffer from "possible" capacity issue during busy time (4PM-2AM). Please don't tell me, I get what I paid for.

If your company cannot balance the book because of aggressive pricing structure, your CFO and CEO should be fired and the whole pricing structure should be overhauled. I hope you are not using the service pre-payment from new sign-ups to cover your monthly expenditure.

I tried not to be a troll, but my concern here is your long term sustainability is in question, which would ultimately affect us who prepaid your service ending up not being able to get what we deserve.

One free month for every referral, OK. But 10 referral = free for life, this sounds bull crap to me.

Acanac, like other ISPs, pays Bell tariffs per GAS
(Gateway Access Service) residence monthly.
Acanac only starts to profit on 2nd year renewals.

Imelda O. Suzara
Acanac Rep

[YoungDr3amer]

I'm currently residing in Mississauga, I would like to purchase a wireless modem rather buying Ananac's standard modem. I'm willing to spend up to 100 dollars, what should I choose and where can i get it?

I've tried Ebay, only to be be upset by their shipping charges, I've also tried craiglist, tigerdirect, I need more suggestions, please help!

[stevezed]

Hi,

Just signed up a couple days ago for my new apartment. How will I know when the dry loop has been installed by Bell?

[fredsmith]

I'm hearing mixed reviews on Acanac.

I'm sick of Rogers and their expensive internet, so I'm wondering what's the best internet for cheap?

Acanac has amazing prices, but i'm hearing mixed reviews.

I'm located in Mississsauga, so I wouldn't think that the DSL internet speeds would be so affected.
It is where you are relative to the local DSLAM and the condition of your cables. It shouldn't matter if you were in Cornwall or Kingston . . . .

From my experience, most 2nd tier ISPs use Bell Canada's front end - so in general their performance is limited by Bell - and Bell often doesn't play fair.

[fredsmith]

I'm tired of this:

http://img2.imageshack.us/img2/4499/31132293.th.png (http://img2.imageshack.us/my.php?image=31132293.png)

:mad:

You should probably move . . .

[samson]

I have been with acanac for over a year now. I have had VERY good experience with them and I have posted on dslreports as well as RFD. I have referred friends as well. I have had several small downtimes but those didnt bother me. I understand their auto renewal process, their upfront payment and i have no problems with that.

However, I do have a problem with charging customers from the day they sign up. The excuse that they have to start entering info in the database and work with BELL is ridiculous and not professional. The customer is paying for internet service..not for the time it takes you to enter info in a database. Would you like it if you rented an apartment and had to pay from the day you signed up instead of when you actually got the keys to the apt?

[JugglingReferee]

I have been with acanac for over a year now. I have had VERY good experience with them and I have posted on dslreports as well as RFD. I have referred friends as well. I have had several small downtimes but those didnt bother me. I understand their auto renewal process, their upfront payment and i have no problems with that.

However, I do have a problem with charging customers from the day they sign up. The excuse that they have to start entering info in the database and work with BELL is ridiculous and not professional. The customer is paying for internet service..not for the time it takes you to enter info in a database. Would you like it if you rented an apartment and had to pay from the day you signed up instead of when you actually got the keys to the apt?

Does acanac really do that? If so, that is a HUGE -1. Something like a -10 in fact.

[fredsmith]

Does acanac really do that? If so, that is a HUGE -1. Something like a -10 in fact.
I have to admit it is 'weird' and the reality is that I never noticed this fact until it was mentioned in this thread;

However, 7 days represents less than 2% of the contract total; I suppose that when you cut the promotion the way they do pennies count. I also believe that it should be fully disclosed.

But a -10?

I think not.

[dgege]

I have been with acanac for over a year now. I have had VERY good experience with them and I have posted on dslreports as well as RFD. I have referred friends as well. I have had several small downtimes but those didnt bother me. I understand their auto renewal process, their upfront payment and i have no problems with that.

However, I do have a problem with charging customers from the day they sign up. The excuse that they have to start entering info in the database and work with BELL is ridiculous and not professional. The customer is paying for internet service..not for the time it takes you to enter info in a database. Would you like it if you rented an apartment and had to pay from the day you signed up instead of when you actually got the keys to the apt?

Wow, it's like you're painting my own experience! I will add tho that in my case, I was able to adjust my starting date. Maybe they changed that recently?

[samson]

Does acanac really do that? If so, that is a HUGE -1. Something like a -10 in fact.

Wow, it's like you're painting my own experience! I will add tho that in my case, I was able to adjust my starting date. Maybe they changed that recently?

Seems like they do...I am going by what Imelda mentioned in post 986. I have no problems with 7 days. But some people on here go for weeks and months without a proper and stable connection. I have lucked out so far but I do feel bad for those who are having a horrible ordeal.

http://www.redflagdeals.com/forums/showpost.php?p=8560243&postcount=986

[Inno]

In my situation there was a delay in the service acually being functional last year due to technical problems. I complained and they added a month to my year, so I did not get shortchanged.

[lil_azn]

You should probably move . . .

I can't signed for the 227$/year have about 8 or 9 months left... I don't know what is happening I was at about 2.4 then 2.2 then 2.0 then 1.8 and now about 1.5... its a shame

[ACC-Major]

well, i dunno why, but my speed gets faster every day. I started downloading something off Megaupload with 200KBps when I first received the modem, and now I am at 500kbps+. The speed is still slower than Rogers Express, but for the price, no complaints so far.

Acanac rocks, at least for a year. then it will get back to $34 including tax afterward.

I am planning on moving out soon, with this internet service provider, I don't even need a phone service, as long as there is a phone jack, I get internet; however, it will add $8 per month for the service for naked DSL. Who still uses home phone anyways?

[alesto]

I have been with acanac for over a year now. I have had VERY good experience with them and I have posted on dslreports as well as RFD. I have referred friends as well. I have had several small downtimes but those didnt bother me. I understand their auto renewal process, their upfront payment and i have no problems with that.

However, I do have a problem with charging customers from the day they sign up. The excuse that they have to start entering info in the database and work with BELL is ridiculous and not professional. The customer is paying for internet service..not for the time it takes you to enter info in a database. Would you like it if you rented an apartment and had to pay from the day you signed up instead of when you actually got the keys to the apt?

I had no major issues with Acanac within my first year as well... Small downtimes - yes, referred number of friends - yes I did. I understood their renewal process and had had no problems with that... before I had experienced how it worked for me with Acanac.

They charged me full second year price almost a week before the date I received my modem + 12 month, despite me sending them email about NOT renewing contract before calendar "12 month" deal expired.

you can check posts #501, #515 and for more of my story up here

It took more than 6 weeks to get my money back from Acanac - endless emails without getting answers from that company, numerous calls without been able to reach a live person to discuss the issue with - I had regretted every single penny that I "saved" with those guys.

Ignorance and disrespect - those are two words to describe how would that company treat you if you need contact them (based on my experience).
Was it worse savings? Absolutely NOT. Not in my case. You decide for yourselves.

:mad:

Does acanac really do that? If so, that is a HUGE -1. Something like a -10 in fact.

-10 ?

You are way to generous...

[dinesh_zee]

It took more than 6 weeks to get my money back from Acanac - endless emails without getting answers from that company, numerous calls without been able to reach a live person to discuss the issue with - I had regretted every single penny that I "saved" with those guys.

Ignorance and disrespect - those are two words to describe how would that company treat you if you need contact them (based on my experience).
Was it worse savings? Absolutely NOT. Not in my case. You decide for yourselves.


I 100% agree with you... especially the way they treat you when it is confirmed that you are not renewing their service.

[fredsmith]

I can't signed for the 227$/year have about 8 or 9 months left... I don't know what is happening I was at about 2.4 then 2.2 then 2.0 then 1.8 and now about 1.5... its a shame

Open a ticket at www.acanac.ca explaining that your speed is degrading;

It could be your phone line; It could be your modem; It could be your computer. MY speed isn't degrading, so the one thing we can be abdolutely certain os is that it isn't Acanac, because if it was, everyone's speed would be dropping!!!

The ONLY proper test is Acanac's internal speed test (because it removes most of the variables external to the ISP) at www.acanac.ca/speedtest

Even so, if Bell is having an issue with your DSLAM, the numbers can vary somewhat and, of course it depends on the amount of contention (the overall front end loading) and whatever you may have running on your network at home when the test is being run - a copy of activeports can be a real eye opener.

Once you've done some homework you should open a trouble ticket aon their web site explaining the situation and what you've done in terms of diagnostics.

[alesto]

...

The ONLY proper test is Acanac's internal speed test (because it removes most of the variables external to the ISP) at www.acanac.ca/speedtest

....



This is something new for me... Since when Acanac speed test became THE most reliable and trusted speedtest website?

I never heard even one ISP support tech recommended that speedtest.
I do hear about some other sites - speakeasy and so on tho...

I have had high speed internet since the day one of residential service introduction here in Ottawa (back in 1998 I think) and started with @HOME. I do not remember any of ISPs denying Speakeasy as a reference point (after it became widely popular back in 2001) for a speedtest results, except of one instance when Rogers Tier3 refused to take any other results than their own speed test for packet loss.

I am learning more and more new things about acanac from fredsmith lately.

:mad:

[fredsmith]

This is something new for me... Since when Acanac speed test became THE most reliable and trusted speedtest website?

I never heard even one ISP support tech recommended that speedtest.
I do hear about some other sites - speakeasy and so on tho...

I have had high speed internet since the day one of residential service introduction here in Ottawa (back in 1998 I think) and started with @HOME. I do not remember any of ISPs denying Speakeasy as a reference point (after it became widely popular back in 2001) for a speedtest results, except of one instance when Rogers Tier3 refused to take any other results than their own speed test for packet loss.

I am learning more and more new things about acanac from fredsmith lately.

:mad:
Actually, the only way to isolate your speed test from external network factors is to run one inside the ISP's LAN - that way you are properly testing the access mechanism (which is operated by Bell) and the niternals at Acanac. There is something in the forums and FAQs at Acanac explaining it, but in any case it ought to be self evident.

Obviously, if you route to some point outsie of Acanac, the test will be skewed by additional latency as well as by contention between your traffic and the traffic generated beyond Acanac's internal LAN by other Acanac subscribers.

You aren't isolated from contention completely (because the DSL front end operated by Bell carries millions of subscribers to the various ISP portals. but the less contention you have, the more reliable the test.

[fredsmith]

This is something new for me... Since when Acanac speed test became THE most reliable and trusted speedtest website?

I never heard even one ISP support tech recommended that speedtest.
I do hear about some other sites - speakeasy and so on tho...

I have had high speed internet since the day one of residential service introduction here in Ottawa (back in 1998 I think) and started with @HOME. I do not remember any of ISPs denying Speakeasy as a reference point (after it became widely popular back in 2001) for a speedtest results, except of one instance when Rogers Tier3 refused to take any other results than their own speed test for packet loss.

I am learning more and more new things about acanac from fredsmith lately.

:mad:
It isn't 'an Acanac thing'. It is simply a fact of life.

The only way to isolate your speed test from external factors is to run one inside the ISP's LAN - that way you are properly testing the access mechanism (which is operated by Bell) and the internals at Acanac. It ought to be self evident.

Obviously, if you route to some point outside of Acanac, the test will be skewed by additional latency as well as by potential contention between your traffic and the traffic generated beyond Acanac's internal LAN by other Acanac subscribers as well as by speed tests run from the destination.

Even testing inside Acanac you aren't isolated from contention completely (because the DSL front end operated by Bell carries millions of subscribers to the various ISP portals. But the less contention you have, the more reliable the test.

If you subscribed to Teksavvy, your results would similarly be most reliably tested using a speed test hosted on their LAN.

[alesto]

The only way to isolate your speed test from external factors is to run one inside the ISP's LAN - that way you are properly testing the access mechanism (which is operated by Bell) and the internals at Acanac. It ought to be self evident.
...



I never been interested in isolated Acanac tests. Why would I be interested in results for a speed test that been performed within particular ISP segment of network? I can run speedtest withing my own network/switch and get much better results - those would be really reliable, wouldn't they?
What I do care about are speed test results that can be compared to the performance of other ISPs.
How good are results for Bell within Bell, or for TimeWarner to their local/reginal server or for Rogers to their speed test server located within 6 hops from my IP?

What I do care about are routing tables and how my packets will be addressed by my provider servers outside of their "rented" (in Acanac case) segment or owned network in case of other ISPs.

That why ppl have been using the same reputable speedtest servers (I do not recall seeing acanac speed test among those) to test and compare speeds provided by different providers

[alesto]

All those technicalities we have been discussing here are not changing the fact that Acanac customer care is extremely "customer/user unfriendly" and unprofessional.

Which easily nullifies any savings that one can gain within a long term based contract with this company. Short term prices (for the contract prepaid less than full year prior) offered by Acanac are barely competitive, comparing to other ISPs.
With any other provider one has been given a chance to talk to someone live within their support team and vent your frustration - you have no chance like that with Acanac.

:mad:

[seanster]

I have signed up two relatives to acanac so far with more to go. The setup was smooth and it's been a couple of months now with no problems.

I'd be thrilled if there was no phone support at all. Last thing I need is some scripted idiot telling them to unhook the router and mess with all the settings. (Steps 1 thru 20 at Sympatico).

[alesto]

I have signed up two relatives to acanac so far with more to go. The setup was smooth and it's been a couple of months now with no problems.

I'd be thrilled if there was no phone support at all. Last thing I need is some scripted idiot telling them to unhook the router and mess with all the settings. (Steps 1 thru 20 at Sympatico).

Scripted idiot on the phone in Acanac? What about scripted e-mail reply after 48-72 hours? Sighed by Acanac manager..
Their sales people are really nice - but if you would happen to have questions outside of purchasing new account - about your account/bill per say, they will offer you billing@acanac.com as an only option and scripted idiot will be replying to your emails with irrelevant script 48-72 hours later. That is really scary.
You can check postings #501, #516 and more.

Best of luck to your relatives and watch their contract dates.

[cruisx]

what kinds of download speeds are you guys getting? I was at my cousins and they have switched to acanac and i was getting around 730-800 kb/s i was like 0_0 cause its pretty cheap considering what speeds you get. :-0

[seanster]

I'm getting right around 5000/800 on one. The other is a bit lower about 4000/700 which is better than I expected considering the distance and ancient phone line. They are both using ancient speedtouch home modems.

[fredsmith]

I'm getting right around 5000/800 on one. The other is a bit lower about 4000/700 which is better than I expected considering the distance and ancient phone line. They are both using ancient speedtouch home modems.

Wow, 5000/800 on a speed test? You're lucky. That's a 6 megabit modem rate. The latter is a full 5 megabit rate.

Mine (set for 4 megs because of cable quality) is ~3400/645

[fredsmith]

I have signed up two relatives to acanac so far with more to go. The setup was smooth and it's been a couple of months now with no problems.

I'd be thrilled if there was no phone support at all. Last thing I need is some scripted idiot telling them to unhook the router and mess with all the settings. (Steps 1 thru 20 at Sympatico).
BTDT.

When I was with Sympatico and had a routing issue they made me load their 'spyware' tool and then insisted that all the problems I had were because I had more than 2 e-mail accounts defined in Outlook Express - couldn't get the CSR to see the forest for the trees (in the end it turned out to be a DNS corruption issue on their side). You'd have thought that they would have noticed that hundreds of people couldn't get through to places like Google, Amazon and Ebay. But what can I say?

I complained mightily about the stupidity and was rewarded with a message from a manager that the individual who kept insisting I had to uninstall all my e-mail accounts in order to restore connectivity for my browser would be sent for additional training.

My reaction was to sign up with Acanac.

That was 3 years ago and I haven't looked back since.

[trixstar]

i'm running acanac for a couple of years on both houses and it's all been good... there was only one downtime that lasted a couple of minutes but that's all.. I know plenty of people with acanac internet and they love it. my neighbor has acanac, my other neighbor has acanac on all three of his houses and a couple of my friends have acanac. they all love it and are not experiencing any problems whatsoever..

However, the VOIP service from acanac is getting horrible now.. I mean HORRIBLE...

it's always dying like a couple of times per week for hours.. I miss many important calls because of this and can also pose a security threat in the event when I do need the phone.. I e-mailed acanac about this matter, but they do not respond.. Crappy service there.. Don't use their VOIP.. u will die during an emergency when the phone does not workk..

[somora2]

Acanac= the worst ISP+VoIP I ever encounter.

Lousy customer support-well, in fact close to none, if you don't want to wait for totally confused guy from India for 45 minutes on the phone. Very bad internet connection, problems with the VoIP link 25% of the time (absolutely impossible to use it during Christmas or New Years phone peak).

I HIGHLY RECOMMEND TO AVOID THIS SERVICE!

[fredsmith]

I never been interested in isolated Acanac tests. Why would I be interested in results for a speed test that been performed within particular ISP segment of network? I can run speedtest withing my own network/switch and get much better results - those would be really reliable, wouldn't they?
What I do care about are speed test results that can be compared to the performance of other ISPs.
How good are results for Bell within Bell, or for TimeWarner to their local/reginal server or for Rogers to their speed test server located within 6 hops from my IP?

What I do care about are routing tables and how my packets will be addressed by my provider servers outside of their "rented" (in Acanac case) segment or owned network in case of other ISPs.

That why ppl have been using the same reputable speedtest servers (I do not recall seeing acanac speed test among those) to test and compare speeds provided by different providers
Since people run speed tests to determine what their connection rate and quality is, it only makes sense to test the speed to the place that provides repeatability and is under control of the provider.

Running to external sites will provide reports that may or may not depress the result. It certainly will not be repeatable because the links between the ISP and the testing site are subject to variable loading - and even the site itself is subject to contention - how many users are testing from it, concurrently?.

To measure properly, you should isolate the segments.

As to using what you term 'reputable speedtest servers', test on them to your heart's content, but if you have speed issues your ISP will not listen - not just Acanac, but ANY ISP. They do not guarantee speeds outside their domain.

Videotron doesn't (or didn't, when I was subscribed) even have a speed test. They simply have a large file on one of their serversd and tell you to download that and tell them what the rate is. If it runs at the appropriate rate for the service you get a 'thank you for using Videotron' and they hang up. They don't even test the upload speed.

Note that all speed tests should be run with applications that generate WAN traffic on ANY PC on your LAN (like bit torrent clients and even MSN) closed down as they use bandwidth and can influence the results negatively.

[seanster]

Download Speed: 9690 kbps (1211.3 KB/sec transfer rate)
Upload Speed: 899 kbps (112.4 KB/sec transfer rate)

I didn't know acanac had their own speed test back when I tested them. I'll test both of them tomorrow and report back. That's my rogers connection on the acanac test site :)

[fredsmith]

i'm running acanac for a couple of years on both houses and it's all been good... there was only one downtime that lasted a couple of minutes but that's all.. I know plenty of people with acanac internet and they love it. my neighbor has acanac, my other neighbor has acanac on all three of his houses and a couple of my friends have acanac. they all love it and are not experiencing any problems whatsoever..

However, the VOIP service from acanac is getting horrible now.. I mean HORRIBLE...

it's always dying like a couple of times per week for hours.. I miss many important calls because of this and can also pose a security threat in the event when I do need the phone.. I e-mailed acanac about this matter, but they do not respond.. Crappy service there.. Don't use their VOIP.. u will die during an emergency when the phone does not workk..
I have Acanac's VOIP and it works well enough. I use it as a second line at home and have the softphone loaded on my laptiop. I 'take' my Montreal number with me when I travel and can make and receive 'local' calls in North America wherever I happen to be, whether Australia, Russia, Brazil or other.

But VOIP in general is relatively unreliable and should absolutely not be used as a primary means of communication, especially where 'mission critical' connectivity (as in contacting emergency services) is required.

THERE IS NO SUBSTITUTE FOR THE OVERALL RELIABILITY OF A WIRED TELCO CONNECTION.

That includes cellular, where it is impossible to get a carrier to commit to an SLA.

Simply stated, in EVERY significant civil emergency the cellular network becomes overloaded and collapses. Heck it overloads any time there is a collection of people who want to use their phones.

The internet does not provide what is termed 'carrier class' performance. You want (and, even if you don't realise it, you need) what is termed 'five nines (99.999%) availability. Anything less and you are sacrificing some of your security.

I've spent many years in the communication and security industries. I would NEVER recommend that a client drop his wired phone service - especially if he has a burglar alarm. IP reporting and cellular reporting simply are not reliable enough to depend on in a life and death situation. Cable telephony isn't reliable enough during protracted power outages (and DSL connections also drop like flies).

Phone service is cheap enough that most people can afford to maintain a hard line. Many people are dropping their wired connections. I hope for their sakes that whatever they are depending on works in the event of a medical or property emergency.

As to dying for hours . . . check you registration interval setting. The typical VOIP default is 3600 seconds, which means that it reregisters once each hour, so that if the connection drops, you are down fora mean of a half hour - set it to a shorter value, such as 120 seconds - and the unit will retry more often if the link goes down.

[mech9t5]

As to using what you term 'reputable speedtest servers', test on them to your heart's content, but if you have speed issues your ISP will not listen - not just Acanac, but ANY ISP. They do not guarantee speeds outside their domain.


this is really a non argument. Acanac clearly has speed issues in certain areas. I had Bell and Acanac active at the same time at the beginning and did speed tests one after the other. Bell was faster. Not only that, my ping times with Acanac were terrible. 200+ms compared to what it should be (around 50ms).

Acanac did nothing and simply ignored it when I opened tickets. they said it must be something on my computer because they show on their system a sync rate of xxx/xxx. what about my ping? no answer... they told me they have to send a bell tech and it would cost $75. I told them I know 100% it has nothing to do with my computer or my router since it works fine using Bell's username and password. they said, they can't help me any further. Unfortunately, i was past my 30 days...

I simply waited my year and canceled.

I also signed up my parents on acanac and the internet is completely unreliable. it is down all the time. a few minutes here and there everyday. worst internet service I have had. I've been with Bell/rogers previously and have never had problems other than price and throttling. But, when i always get page cannot be displayed errrors, i can live with throttling and a slightly higher price.

[fredsmith]

this is really a non argument. Acanac clearly has speed issues in certain areas. I had Bell and Acanac active at the same time at the beginning and did speed tests one after the other. Bell was faster. Not only that, my ping times with Acanac were terrible. 200+ms compared to what it should be (around 50ms).

Acanac did nothing and simply ignored it when I opened tickets. they said it must be something on my computer because they show on their system a sync rate of xxx/xxx. what about my ping? no answer... they told me they have to send a bell tech and it would cost $75. I told them I know 100% it has nothing to do with my computer or my router since it works fine using Bell's username and password. they said, they can't help me any further. Unfortunately, i was past my 30 days...

I simply waited my year and canceled.

I also signed up my parents on acanac and the internet is completely unreliable. it is down all the time. a few minutes here and there everyday. worst internet service I have had. I've been with Bell/rogers previously and have never had problems other than price and throttling. But, when i always get page cannot be displayed errrors, i can live with throttling and a slightly higher price.
Hey. Your complaint is actually with Bell, not Acanac. But there isn;t anything they or you can do about it except knuckle under to Bell's tactics.

I had 2 Bell techs at my home recently and they said that they'd switch me to a new DSLAM that was closer to my home and supported 7 megs . . . until they discovered that I was subscribed to a non-Bell ISP. The new higher speed terminations that are closer are reservedf for Bell.

The same applies to ping times .

However I would point out that 'down all the time' and 'a few minutes here and there everyday' are WORLDS apart in terms of performance and reliability.

So which was it?

[seanster]

Here's the acanac test of the slower of the two dsl locations:

Download Speed: 3899 kbps (487.4 KB/sec transfer rate)
Upload Speed: 611 kbps (76.4 KB/sec transfer rate)

Many of the downloads and uploads I have done confirm these speeds.

[Inno]

Here's the acanac test of the slower of the two dsl locations:

Download Speed: 3899 kbps (487.4 KB/sec transfer rate)
Upload Speed: 611 kbps (76.4 KB/sec transfer rate)

Many of the downloads and uploads I have done confirm these speeds.

That does not look too bad to me. My own DL is a bit higher but the UL is around the same. I have not noticed any downtimes for quite a while.

[alesto]

Hey. Your complaint is actually with Bell, not Acanac. But there isn;t anything they or you can do about it except knuckle under to Bell's tactics.

...


Bell tactics? what are those tactics?

I had to learn following Acanac tactics:
- to get full year prepay (first year Acanac rates are very attractive) and enjoy profit while fully relying at Bell HW;
- to blame Bell for any kind of service issues without taking any responsibility for the service downtime or slow downs;
- to ignore customers and their requests by not providing customer support over the phone nor over email for the issues outside of new sales.

Yes, and one more Acanac related "tactical" advice I received from fredsmith earlier... you as a customer should be really patient with Acanac, if you are getting no answers to your service request or complain.

I do not like either one of those Acanac tactics, even considering cheaper service.

:mad:

[fredsmith]

Bell tactics? what are those tactics?

I had to learn following Acanac tactics:
- to get full year prepay (first year Acanac rates are very attractive) and enjoy profit while fully relying at Bell HW;
- to blame Bell for any kind of service issues without taking any responsibility for the service downtime or slow downs;
- to ignore customers and their requests by not providing customer support over the phone nor over email for the issues outside of new sales.

Yes, and one more Acanac related "tactical" advice I received from fredsmith earlier... you as a customer should be really patient with Acanac, if you are getting no answers to your service request or complain.

I do not like either one of those Acanac tactics, even considering cheaper service.

:mad:
I wrote a lengthy and detailed reply to your tirade, but have decided that it isn't worth wasting the bandwidth posting it.

[Imelda_Acanac]

If you pm me your name and number, I can follow up
on your account and check your sync rates so the
technicians can trouble-shoot.

Imelda O. Suzara
Acanac Rep

I'm tired of this:

http://img2.imageshack.us/img2/4499/31132293.th.png (http://img2.imageshack.us/my.php?image=31132293.png)

:mad:

[Imelda_Acanac]

From order date to activation date for Acanac dry loop DSL
with the Bell tech can take about 9 business days (Mondays
to Fridays, not including weekends).

Imelda O. Suzara
Acanac Rep

Hi,

Just signed up a couple days ago for my new apartment. How will I know when the dry loop has been installed by Bell?

[iam_noob3]

I signed up for Acanac 2 weeks ago. The first week, I was still using Rogers.

Starting from second week, the first 2 days, connection keep disconnecting (10+ times a day). Without touching anything, the third and fourth day, everything works perfectly, speed is very fast and connection is very reliable.

fifth and sixth day (yesterday and today). The DSL light didn't even ON, even sometime it comes ON, I still can't go on Internet. Still, I didn't change any setting. Why is the connection so NOT reliable?

I have used Rogers for almost 10 years, there is no problem with the MODEM and connection. Never need to reset the Modem or Router for the pass 3 years. BTW, I was an IT technician.

[Dragon120]

Signed up last week, CC charged at the same time.

Dry-looped installed by Bell technician, tried EVERY jack in the house...none worked. Called CS and was told there's no signal...WTF! Going to give them the benefit of the doubt and if I still don't have a connection, will cancel within 30 days.

:confused:

Update:
Got a call from Bell (Thursday April 9) and confirmed a technician will come to my place between 8am-12pm (Saturday April 11). Waited until 1:30pm- still a no show and no phone call.

Called CS today and there was NO NOTE on my profile stating a technician was suppose to come and check the line. The CSR was able to give me credit for the days I haven't been able to get online but that's no an issue...perhaps it's just me but I'm very disappointed in this process. Two more days and if it still isn't resolve, got no choice but to invoke my 30-day cancellation policy.

[Redfin]

Unfortunately I am stuck with Rogers til my contact ends.

Anyone know of a free online folder/storage? I want something super simple just a folder on my desktop that I can drag stuff to and it saves it to an online secure place.

[Imelda_Acanac]

If you check the websites or call the sales departments of
any internet service provider, whether DSL or cable, every
ISP charges customers from the order date (day 1) and
most take at least 5 business days or more to activate.
Not one will start working without being paid first by the customer.
If you can do a search on billing in their websites
Videotron, Rogers, Fido, Bell ,Telus, Teksavvy
or ask directly if they can first activate your DSL before you pay them,
please post it in here so we can all know. Some will even
charge an activation and installation fee!

Rogers
http://rogers.custhelp.com/cgi-bin/rogers.cfg/php/enduser/std_adp.php?p_faqid=3788&p_created=1205043116&p_sid=rfGwHevj&p_accessibility=0&p_redirect=&p_lva=&p_sp=cF9zcmNoPTEmcF9zb3J0X2J5PWRmbHQ6MSZwX2dyaWRzb 3J0PSZwX3Jvd19jbnQ9NTMsNTMmcF9wcm9kcz0yNSZwX2NhdHM 9JnBfcHY9MS4yNSZwX2N2PSZwX3NlYXJjaF90eXBlPWFuc3dlc nMuc2VhcmNoX2ZubCZwX3BhZ2U9MSZwX3NlYXJjaF90ZXh0PWJ pbGxpbmc*&p_li=&p_topview=1

Telus
http://www.mytelus.com/cityplace/internet.vm

Videotron
http://www.videotron.com/services/en/internet/tarifs-ihv.jsp

Fido
http://www.fido.ca/web/content/sdp/wia_modem

Bell
http://service.sympatico.ca/index.cfm?method=content.view&content_id=100

Teksavvy
http://www.teksavvy.com/en/faqs.asp?ID=7&mID=9#dsl

Imelda O. Suzara
Acanac Rep

Imelda,

Stop trying to explain and justify why your StartDate = OrderDate. It's pure baloney and not acceptable.

Videotron, Rogers, Fido, Bell Mobility, Telus, Hydro.... would never start charging customer from order date, The start billing date = when service available to end user.

Man, they found a way to cut 5 to 15 days of service off the annual plan, talk about being penny-wise, pound-foolish. All the pennies you will save will burn you with your long term strategy on renewals.

Remeber the client is always right. Stop the BS you are spreading, and take a course on customer service.

You have a chance to build a good reputation here, and you must use your logic on what is right and what is wrong. Trust me, in the long run, you will win, and more clients will come your way.

http://en.wiktionary.org/wiki/don%27t_be_penny-wise_and_pound-foolish

Sergio

[fredsmith]

Imelda;

You are right. Not one will start working until they get paid the startup charges.

However you missed the point . . . the RENEWAL date is generally set as the date at which the service is enabled.

It IS interesting to note that while Acanac has a 30 days refund policy, Teksavvy explicity states that their first 30 day charge is NOT refundable.

[seanster]

I don't see where acanac has done you wrong. You leave out a lot of the story. First, you order dry loop dsl and then wonder which jack it will work on. Where were you when the tech was there the first time to hook it up? If I was ordering dry loop I'd make sure the guy got the correct pair and I'd be absolutely sure of my phone jack wiring with everything set up to make sure its works before I let the guy leave. Sounds like you just left everything to chance.

Then you complained on the forum about it wednesday afternoon and Imelda nearly immediately replies and manages get bell to call you the next day. Friday is a holiday and they get you a saturday appointment. Then bell doesn't show up. Rather than call bell you call acanac and they don't know about the bell appointment you scheduled directly with bell. They give you some credit and whatever else you don't mention.

Have I got the story right so far? You could take acanac and replace it with teksavvy, sympatico, whomever, and it would make no difference except you paid the other companies more money.


Update:
Got a call from Bell (Thursday April 9) and confirmed a technician will come to my place between 8am-12pm (Saturday April 11). Waited until 1:30pm- still a no show and no phone call.

Called CS today and there was NO NOTE on my profile stating a technician was suppose to come and check the line. The CSR was able to give me credit for the days I haven't been able to get online but that's no an issue...perhaps it's just me but I'm very disappointed in this process. Two more days and if it still isn't resolve, got no choice but to invoke my 30-day cancellation policy.

[tomjose]

Unfortunately I am stuck with Rogers til my contact ends.

Anyone know of a free online folder/storage? I want something super simple just a folder on my desktop that I can drag stuff to and it saves it to an online secure place.

use gmail with its storage option.

[Imelda_Acanac]

I checked the notes and the Bell technician did visit
outside and put notes in for April 11 where he checked
till the dmark. The problem may be either the modem
or need of extra inside wiring and next dispatch date is
April 15. Some of the Bell tech visits do not require
entering customer's home so they do not call the
customer. After the 15th, please call Acanac support
1 866 281 3538 x4 so that we can test each phone jack
with your modem to see which one works.

Sorry for my delay in replying.

Imelda O. Suzara
Acanac Rep

Update:
Got a call from Bell (Thursday April 9) and confirmed a technician will come to my place between 8am-12pm (Saturday April 11). Waited until 1:30pm- still a no show and no phone call.

Called CS today and there was NO NOTE on my profile stating a technician was suppose to come and check the line. The CSR was able to give me credit for the days I haven't been able to get online but that's no an issue...perhaps it's just me but I'm very disappointed in this process. Two more days and if it still isn't resolve, got no choice but to invoke my 30-day cancellation policy.

[Imelda_Acanac]

If you pm me your name, username, number, I can
follow-up with DSL support on your account.
Rogers only offers cable internet now, not phone DSL
so their modem is completely different from ours and
uses different line technology. Acanac sells a Lynx
DSL modem router $49.95 refundable preconfigured.

Imelda O. Suzara
Acanac Rep

I signed up for Acanac 2 weeks ago. The first week, I was still using Rogers.

Starting from second week, the first 2 days, connection keep disconnecting (10+ times a day). Without touching anything, the third and fourth day, everything works perfectly, speed is very fast and connection is very reliable.

fifth and sixth day (yesterday and today). The DSL light didn't even ON, even sometime it comes ON, I still can't go on Internet. Still, I didn't change any setting. Why is the connection so NOT reliable?

I have used Rogers for almost 10 years, there is no problem with the MODEM and connection. Never need to reset the Modem or Router for the pass 3 years. BTW, I was an IT technician.

[alesto]

I am the happiest member of RFD at this moment. Our online community just proved that together we can change one single ISP attitude and get ball rolling to make life easier for some of us at least!

Finally after hours and hours spent by me and others on this forum we were able to get real help from someone at Acanac (I hope that will be for real), instead of just getting endless "bandwidth-eating" pseudo-technical stories/excuses from fredsmith likes.

Way to go RFD!

[alesto]

I still believe that Acanac can be really good and competitive company and they will be able to attract and take care of decent amount of customers as long they (acanac) will have at least some respect to us - their customers and will keep their service and their customer support at the level were they did start it.

[ps2dude]

I've not tried the acanac internet, but I've had the voip service from them for 1.5 years now as my primary phone and I would highly recommend them. Anytime I've had an issue (2 times), they have responded and fixed within a couple of hrs. A+

For less than $120 for a complete year free for the whole of north america, good luck beating that.

Yeah Yeah I know it's a internet thread... My comments were about support, and I thought I would mention the price etc. to potentially help someone else out.

[alesto]

...

You are right. Not one will start working until they get paid the startup charges.

...



Really?
I just ordered Rogers internet and home phone (bundle is cheaper) about three weeks ago and scheduled installation back then. They finished their installation visits (two of them) on Thursday last week. Starting day of the contract is listed as Thursday, April, 9th - the date when modem been sinked by installer at my place - no one tried to backdate my contract to mid-March, when I met their rep at my place first time, to set up the service.

I am not here to promote any ISP, just do not like someone making up horror stories. By the way, conditions for the contract renewal, if you"ve been forced to pay different price by service provider or provider changing services at their discretion, you are protected by 30 days "cool-off" legislation here in Ontario.

[fredsmith]

Really?
I just ordered Rogers internet and home phone (bundle is cheaper) about three weeks ago and scheduled installation back then. They finished their installation visits (two of them) on Thursday last week. Starting day of the contract is listed as Thursday, April, 9th - the date when modem been sinked by installer at my place - no one tried to backdate my contract to mid-March, when I met their rep at my place first time, to set up the service.

I am not here to promote any ISP, just do not like someone making up horror stories. By the way, conditions for the contract renewal, if you"ve been forced to pay different price by service provider or provider changing services at their discretion, you are protected by 30 days "cool-off" legislation here in Ontario.
So, Rogers came by and installed and activated your services BEFORE you passed credit?

Get real.

And, just who has changed the service terms that you are writing about?

[alesto]

So, Rogers came by and installed and activated your services BEFORE you passed credit?

...

Nope.
AFTER I passed credit check during initial conversation with Rogers field rep back in mid-March = they had to contact their Sales office over the phone on that date to "play" with my CC. I scheduled install date at my convenience (they had bunch of time slots available for my area) - two weeks later. They had to come back after first service visit again.
But no one, not even Rogers (with their colorful truck, uniformed install techs and full install) has attempted to charge me for the service before my modem became active on their network.

Has it been something unusual or unreasonable?

By the way - they (Rogers) failed to show on time first time.

[alesto]

...

And, just who has changed the service terms that you are writing about?

Name of the company that changed their service terms without my approval is Acanac.

If you will review Acanac T&C following the link provided below for your convenience, you will be able to find following clause at Acanac page:

"Changes notwithstanding, the terms and conditions as published upon the date of signing of this agreement shall apply through the initial term. The terms and conditions as published upon each extension of this agreement shall be applied through the term of the extension."

Increasing the price for the same level of service provided by the same ISP at the same address qualifying as "Changes ... of ..., the terms and conditions ..." and so on

http://www.acanac.com/User-Agreement.html

[fredsmith]

Name of the company that changed their service terms without my approval is Acanac.

If you will review Acanac T&C following the link provided below for your convenience, you will be able to find following clause at Acanac page:

"Changes notwithstanding, the terms and conditions as published upon the date of signing of this agreement shall apply through the initial term. The terms and conditions as published upon each extension of this agreement shall be applied through the term of the extension."

Increasing the price for the same level of service provided by the same ISP at the same address qualifying as "Changes ... of ..., the terms and conditions ..." and so on

I strongly suggest you take off your lawyer's hat - it doesn't fit.

First of all, Acanac did NOT change the terms of service. They stated UP FRONT that the price for the second year will be $34.99 times 12 with automatic renewal - you agreed to that when you signed up for the promotional rate.

Second, since you pay Rogers monthly, you needed a credit check - believe me, if you had not passed, they would be asking for a security deposit and you would go through hell getting it back. They would not install before this was completed.

Acanac doesn't ask for a security deposit because they don't grant credit. Their deal is that they just charge you up front, so no credit check is required.

[Contele]

I would like to subscribe with ACANAC. Now I have a Bell wireless modem which I like it. Can I use my Bell wireless modem with ACANAC? If that is not possible are ACANAC supplies me a wireless modem?

[X360]

If you check the websites or call the sales departments of
any internet service provider, whether DSL or cable, every
ISP charges customers from the order date (day 1) and
most take at least 5 business days or more to activate.
Not one will start working without being paid first by the customer.
If you can do a search on billing in their websites
Videotron, Rogers, Fido, Bell ,Telus, Teksavvy
or ask directly if they can first activate your DSL before you pay them,
please post it in here so we can all know.
Imelda O. Suzara
Acanac Rep
This is the details of what I ordered Bell DSL DryLoop Internet in 2007

Bell only bill you on the first usage of the service or 5 business days after your service activation date, whichever comes first... not from the order date...


Thank you for ordering Bell Sympatico Internet service.

If you switched over your Internet account from Vidéotron, you are eligible to apply for a $35 activation fee rebate. Please visit www.bell.ca/rebate or www.bell.ca/rabais for more information.See our great offers on ExpressVu Digital TV service

Please print this page for your records. If there are any issues processing your order you will be contacted by a customer service representative.

on your shopping experience. Your feedback will help us continue to improve bell.ca.


Online Confirmation Number : XXXXXXXX
Sympatico Order Number : XXX-XXX-XX
Order Date: 08/23/2007

Special back-to-school offer: $31.95/mo. for the first 8 months (no contract)
Unlimited Usage Plan included

Regular price: $41.95
First 8 month(s) for $31.95
$41.95/ month thereafter

Home Networking $79.95
Home Networking included -$79.95

Security Complete Solution $10.00
Security Plus services
Privacy Plus services
Security Complete Solution included -$10.00

Product Subtotal : $0.00 $31.95
Taxes GST or HST : $0.00 on bill
Taxes PST or QST : $0.00 on bill
Shipping FREE
Total: $0.00 (Due now), $31.95 (Monthly fees)

================================================== ========

Account Information and Support

What's next?
As a new Sympatico customer, you have access to a series of services that will allow you to enjoy your account online. In order to do so you will need to create your online account (My Bell). You should write down your user ID (eg. b1xxxx##) and your account temporary password. You can also print this page before proceeding.


Account Information

The following information will be required to install your new Sympatico service. We suggest that you keep this information for future use.

User ID: b1xxxx##
Account password (you can change anytime): xxxxxxxx
Create your online account now (My Bell)


Additional Information

Activation date: August 29, 2007

You will receive your set up kit by Express Post approximately 1-2 days prior to the above activation date at your service address listed above.
Please, do not attempt to install your Sympatico DSL Internet service prior to the activation date.
Install the services on or as soon as possible after the activation date.


Billing:

Billing for your Sympatico DSL Internet service will commence either upon installation and first usage of the service or 5 business days after your service activation date, whichever comes first. Please ensure that once you receive your self installation kit you install it immediately upon the activation date (listed above) or as soon as possible afterwards. Billing for any Enhanced services commences on the date of your order.

Your first invoice for your Sympatico service and Enhanced services, if applicable, may seem higher than expected. This is because you are only billed for a portion of your first month's service(s) and these amounts are carried over and added to the next month's charges, all of which are reflected on your first invoice. Monthly invoices are available by accessing the 'View Bill Online' in the customer self care site at http://www.bell.ca/support/PrsCSrvInt_Start.page?language=en&region=ON

Customer Service

[alesto]

First of all, Acanac did NOT change the terms of service. They stated UP FRONT that the price for the second year will be $34.99 times 12 with automatic renewal - you agreed to that when you signed up for the promotional rate.



I would love to see were the statement about me obligated to pay $400 whatever amount of dollars upfront been accepted by me. Can you provide me with a link? (as I did to support my point)

[X360]

I would love to see were the statement about me obligated to pay $400 whatever amount of dollars upfront been accepted by me. Can you provide me with a link? (as I did to support my point)

In the top of order form you will see the kinda smart way of web design for making the User Agreement url link not really visible... If Acanac put it as regular red foreground/white background color then probably everyone will read it...

Terms: By clicking submit you agree to the terms of our user agreement

https://www.acanac.com/cgi-bin/acanac.cgi/Order_Personal_DSL.html

http://www.acanac.ca/User-Agreement.html


Billing. All terms are due up front. If you sign up for the lowest rate then you are likely on the 1 year term. You will be billed the entire term up front and then billed on a yearly basis.
All credit cards are billed automatically on there renewal dates. If you do not want to renew your account please cancel the account on or before the renewal date. Cancellations must be done by e-mail and sent to accounting@acanac.com or billing@acanac.com. Please make sure you obtain the cancellation ID or ticket number for your request to confirm cancellation of service.

Promo Codes . Promo codes are only applicable for the first term. After the initial term is over the accounts will auto renew at the regular rate. If you wish to cancel please do so by contacting billing@acanac.com. Please note that any customer that has already used the promo code once will not be able to sign up using the promo code again. Any client who attempts to cancel service and initiate again to obtain the promo price will be refused.

[seanster]

Indeed, I have had to do the same. You know what they say about arguing on the internet.

I wrote a lengthy and detailed reply to your tirade, but have decided that it isn't worth wasting the bandwidth posting it.

[alesto]

I strongly suggest you take off your lawyer's hat - it doesn't fit.
...

Hours of my own time that I spent on this particular treat, triggered some reply from Acanac office - real help, real answers. What is exactly wrong with that?

At least I do see some output as a result of my effort.

Trying on an advocate/lawyer's hat by you did not help much to the rest of the population of RFD forum - that is for sure.

[fredsmith]

I would like to subscribe with ACANAC. Now I have a Bell wireless modem which I like it. Can I use my Bell wireless modem with ACANAC? If that is not possible are ACANAC supplies me a wireless modem?

If Bell doesn't ask for their modem back you can use that one.

But Acanac doesn't offer a wireless modem. You'd have to buy one elsewhere - I bought the one I have from a local vendor on Ebay.

[fredsmith]

Hours of my own time that I spent on this particular treat, triggered some reply from Acanac office - real help, real answers. What is exactly wrong with that?

At least I do see some output as a result of my effort.

Trying on an advocate/lawyer's hat by you did not help much to the rest of the population of RFD forum - that is for sure.
I've never suggested I was an advocate, just someone who explains how it works when I have the answer.

At least you admit it - all you care about is seeing your prose published.

Now, it is time for you stop being a Troll and bothering the good people here and to go somewhere else and use your Rogers internet connection to bother other people.

[CatDog]

sigh the magicians dropped me to 5mbit interleave, again.

woo hoo 2mbit that's unreliable!

If I wasn't working with a specific tech. I would be disconnecting the service.

Though for those who got service you paid for off the bat, my hats off to you, you got a great deal.

[Imelda_Acanac]

Acanac sells and supports a Lynx or Aztech modem $49.95 refundable.
You can try your wireless modem from Bell if it works with it
or buy your own wireless router to attach to it.

Imelda O. Suzara
Acanac Rep

I would like to subscribe with ACANAC. Now I have a Bell wireless modem which I like it. Can I use my Bell wireless modem with ACANAC? If that is not possible are ACANAC supplies me a wireless modem?

[Imelda_Acanac]

Acanac will change a customer's renewal billing date to the late
activation date if it takes longer than the 9 business days
from order date. For example, a customer who ordered
on May 1 and is given an activation date of May 8, but
since his dry loop DSL connection did not activate due
to some technical difficulties till May 29, billing adjusted
his renewal date to May 29 instead. We do this to keep our
customers satisfied. So any customer can request this
if the delay is more than the 9 business days (counting
Mondays to Fridays but not weekends).

Imelda O. Suzara
Acanac Rep

This is the details of what I ordered Bell DSL DryLoop Internet in 2007

Bell only bill you on the first usage of the service or 5 business days after your service activation date, whichever comes first... not from the order date...

[barqy]

available in vancouver?

[lil_azn]

available in vancouver?

No, Ontario and Quebec

[rain]

does anyone know what DSL modem models acanac/tekksavy use?

[Imelda_Acanac]

On November 2008, CRTC denied CAIP's "request that Bell Canada cease the
traffic-shaping practices it has adopted for its wholesale Gateway Access Service...
In the case of the CAIP (Canadian Association of Internet Providers) application, the
Commission's assessment of traffic shaping was limited to Bell Canada's practice of
slowing down the transfer rates of peer-to-peer traffic at certain times of the
day...
The Commission has launched a proceeding to examine the current and potential
traffic management practices of ISPs operating in Canada. This proceeding will
include a public hearing starting on July 6, 2009, in Gatineau, Que...
The Commission also plans to hold an online consultation to allow the public the
opportunity to discuss the issues and questions related to the Internet traffic
management practices of ISPs."

:idea:
Being customers and end users, the public should have their
say on how internet traffic is managed by Bell and ISPs.
Acanac currently offers unlimited internet at 5M for residential
and 6M for business. Like with all ISPs, our customers complain :mad: of
throttling and slowing of speeds particularly during heavy traffic
peak hours 4pm to 2am as Bell controls the lines. If you value
unlimited downloading and speeds fast enough to view videos
and play games, please put in your complaints and suggestions
so Acanac can continue to offer its services as is. Otherwise,
there may be an increase in costs if there are caps to downloading due to
Bell tariffs and continued throttling at heavy peak hours of Bell lines.

Please complain :mad: and comment on Bell's throttling, caps and tariffs
to CRTC before April 30, 12 midnight!
http://support.crtc.gc.ca/crtcsubmissionmu/forms/Telecom.aspx?lang=e
select 'Tariff' from drop menu or go to
http://isppractices.econsultation.ca/ .

Reference articles:
http://www.crtc.gc.ca/eng/NEWS/releases/2008/r081120.htm
http://www.crtc.gc.ca/eng/archive/2008/dt2008-108.htm
http://www.crtc.gc.ca/eng/news/releases/2009/r090331.htm
http://www.crtc.gc.ca/eng/archive/2008/pt2008-19.htm

Imelda O. Suzara
Acanac Rep

[Imelda_Acanac]

Acanac uses Lynx modem by Starbridge
http://starbridgenetworks.com/products/adsl-gateways/index.html
and Aztech 600EU http://www.aztech.com/prod_adsl_dsl600eu.html
Acanac sells and supports it for $49.95 refundable.
Teksavvy uses SpeedTouch from $75.
http://www.teksavvy.com/en/resdrydsl.asp?ID=7&mID=1

Imelda O. Suzara
Acanac Rep

does anyone know what DSL modem models acanac/tekksavy use?

[astrotrain]

hi,

Can this modem work with Acanac?

TP-LINK TD-8816 EXTERNAL ADSL2/2 MODEM + Ethernet Router - TD-8816

http://www.pcvonline.com/Controls/ImgResizer.aspx?image=D:\sites\LocalUser\pcvonline .com\web\folders\pictures\NWTPLTD8816_td8816.jpg&width=230&height=-1

If anybody is using this what possible settings need to be changed and your experience with this modem?
Anyone find a cheaper modem that works with this service?

[Imelda_Acanac]

I did a search in Acanac Community Forum and found
one customer uses that model in Bridge mode and
he eventually got it to work to his satisfaction
http://community.acanac.com/acanac/viewtopic.php?f=21&t=8506&p=51808&hilit=TD8816+modem#p51808
Note: Acanac only supports modems it sells.

Imelda O. Suzara
Acanac Rep

hi,

Can this modem work with Acanac?

TP-LINK TD-8816 EXTERNAL ADSL2/2 MODEM + Ethernet Router - TD-8816

http://www.pcvonline.com/Controls/ImgResizer.aspx?image=D:\sites\LocalUser\pcvonline .com\web\folders\pictures\NWTPLTD8816_td8816.jpg&width=230&height=-1

If anybody is using this what possible settings need to be changed and your experience with this modem?
Anyone find a cheaper modem that works with this service?

[CatDog]

service is DOWN in Streetsville

They are sending me another modem, honestly I have little hope this is a modem issue but more service oriented.

Lights red on the modem under internet.

Thank God for BB Data plan :(

[JVM]

Signed up last week, the modem came and was up and running within the promised 8 days. I called Bell to cancel my Sympatico and they offered me $36 a month bundled with my phone line. I said that's not even in the ball park, I'm signed up for $19/month.. the agent said oh, you went with Acanac and then stopped trying to keep my business.

I haven't noticed any change in speed or uptime, I switched solely for price.

[canada6999]

I would like to know what happens if i change my location will they set me up at new location? Do they charge any extra for moving?
Also if i am on a 1 year contract and if i ma going on a vacation or something for 1 or 2 months can i suspend the service for that period?

[fredsmith]

I would like to know what happens if i change my location will they set me up at new location? Do they charge any extra for moving?
Also if i am on a 1 year contract and if i ma going on a vacation or something for 1 or 2 months can i suspend the service for that period?
If you read the FAQs and this thread you will discover that you get one move for free - as in no charge.

As to suspending your service . . . no.

[fredsmith]

service is DOWN in Streetsville

They are sending me another modem, honestly I have little hope this is a modem issue but more service oriented.

Lights red on the modem under internet.

Thank God for BB Data plan :(
Huh?

I presume that the red light on your modem indicates no carrier?

However if not, then the only 'service' issues would be if they disabled your login at Acanac. And unless they've disabled your login, there is no way it can be 'service oriented', because we ALL connect to the same place in the end.

Bell provides a network that routes your login (and all the rest of us) to Acanac's portal - so if you had a DSL carrier, your router and computer are working properly and were still unable to login, it would most likely be a Bell problem. Otherwise NONE of us could connect.

If I may, what is the BB data plan?

[fredsmith]

Signed up last week, the modem came and was up and running within the promised 8 days. I called Bell to cancel my Sympatico and they offered me $36 a month bundled with my phone line. I said that's not even in the ball park, I'm signed up for $19/month.. the agent said oh, you went with Acanac and then stopped trying to keep my business.

I haven't noticed any change in speed or uptime, I switched solely for price.
Hey JVM;

Welcome to the group.

If I may, what data rate are you seeing?

I ask because often Bell will leave things for a while, and then do their nasty work after the fact.

[CatDog]

Huh?

I presume that the red light on your modem indicates no carrier?

However if not, then the only 'service' issues would be if they disabled your login at Acanac. And unless they've disabled your login, there is no way it can be 'service oriented', because we ALL connect to the same place in the end.

Bell provides a network that routes your login (and all the rest of us) to Acanac's portal - so if you had a DSL carrier, your router and computer are working properly and were still unable to login, it would most likely be a Bell problem. Otherwise NONE of us could connect.

If I may, what is the BB data plan?

No, there was a issue with Acanac (BELL) for the 905 region. My DSL light was solid green while my internet was red.

Blackberry data plan to tether.

[fredsmith]

No, there was a issue with Acanac (BELL) for the 905 region. My DSL light was solid green while my internet was red.

Blackberry data plan to tether.
That's the real issue; Bell handles all the routing and when they have a problem, everyone has a problem.

Thanks for explaining the 'BB'. I have unlimited data on my phone, but under my plan I can't tether. I was thinking you were using a computer at Best Buy or something like that.

[tomtong]

No, there was a issue with Acanac (BELL) for the 905 region. My DSL light was solid green while my internet was red.

Blackberry data plan to tether.

Which modem do you use? Is it 2Wire from Bell?

[Dragon120]

Had a 2nd technician came yesterday.

Tested it and he was getting traffic.

Hooked up the modem, DSL light is GREEN but Internet light is RED. DSL light would flicker between red and greeen. Tried to connect, could not...

For christ sake, they've schedule another tech to come tonight. This will be the last straw for me...don't know why this is proving to be so difficult (in my case).

[fredsmith]

Had a 2nd technician came yesterday.

Tested it and he was getting traffic.

Hooked up the modem, DSL light is GREEN but Internet light is RED. DSL light would flicker between red and greeen. Tried to connect, could not...

For christ sake, they've schedule another tech to come tonight. This will be the last straw for me...don't know why this is proving to be so difficult (in my case).

Has it ever worked?

Assuming that it is not the PC or issues related to your modem and router two items come quickly to mind;

1. You have the modem configured wrong. The VPI and VCI values muct be 0 and 35 respectively . . . perhaps your modem has 'forgotten' the settings? You'd get carrier, but would never be able to connect.

2. The password and account information is wrong.

[spong]

My contract is about to expire (Jun 3) and I am looking for a better deal. There is a company called Velcom (Velcom.ca) who offer unlimited traffic for $30/month (and a special for $26.95 for the first 3 monthes).

Is there anyone with experience with that company?

[superfigz]

Had a 2nd technician came yesterday.

Tested it and he was getting traffic.

Hooked up the modem, DSL light is GREEN but Internet light is RED. DSL light would flicker between red and greeen. Tried to connect, could not...

For christ sake, they've schedule another tech to come tonight. This will be the last straw for me...don't know why this is proving to be so difficult (in my case).

I signed up for 3web dryloop dsl near the end of march (acanac/techsavvy said no service for my area). After my activation date, no DSL led and the techs confirmed no signal. Bell scheduled a first appointment and they supposedly did some service outside of the house (they never said anything to me- in my experience, they typically tell you "hey we're outside doing work") but that did nothing

Then they scheduled a second appointment for service inside the house but definitely didn't show up that time. maybe bell is doing this to annoy me and stop me from signing up for DSL through another provider, or they just dont like me. either way, im also losing my patience

[Dragon120]

Thanks Fredsmith for your response.

No, it has never worked.

1) It could be. I've never messed with the modem settings, it came 'pre-configured'.

2) I typed in exactly as the paper indicated (username and password).

Called in and explained the situation to the CSR and he doesn't have an answer other than saying, the modem could be defective. If I still don't have connection after tonight, that's it. Don't have the time nor energy to put up with this anymore...



Has it ever worked?

Assuming that it is not the PC or issues related to your modem and router two items come quickly to mind;

1. You have the modem configured wrong. The VPI and VCI values muct be 0 and 35 respectively . . . perhaps your modem has 'forgotten' the settings? You'd get carrier, but would never be able to connect.

2. The password and account information is wrong.

[fredsmith]

Thanks Fredsmith for your response.

No, it has never worked.

1) It could be. I've never messed with the modem settings, it came 'pre-configured'.

2) I typed in exactly as the paper indicated (username and password).

Called in and explained the situation to the CSR and he doesn't have an answer other than saying, the modem could be defective. If I still don't have connection after tonight, that's it. Don't have the time nor energy to put up with this anymore...

I've PMed you.

[samson]

Had a 2nd technician came yesterday.

Tested it and he was getting traffic.

Hooked up the modem, DSL light is GREEN but Internet light is RED. DSL light would flicker between red and greeen. Tried to connect, could not...

For christ sake, they've schedule another tech to come tonight. This will be the last straw for me...don't know why this is proving to be so difficult (in my case).

What kind of modem are you using? Is it a new or recycled (refurb). Try (if you havent) to default the settings and hook it up. You should also be able to access the modem interface (most probably 192.168.1.1 or .254) and get the broadband stats (status, line config, etc). The only setting you probably need to change is your username and password for DSL login. It seems very likely that you are not authenticating properly to acanac.

[Inno]

Thanks Fredsmith for your response.

No, it has never worked.

1) It could be. I've never messed with the modem settings, it came 'pre-configured'.

2) I typed in exactly as the paper indicated (username and password).

Called in and explained the situation to the CSR and he doesn't have an answer other than saying, the modem could be defective. If I still don't have connection after tonight, that's it. Don't have the time nor energy to put up with this anymore...

Can you borrow a modem from a friend to confirm that it is not the modem?

[CatDog]

Which modem do you use? Is it 2Wire from Bell?

I'm using an Acanac modem.

Regardless of who's in control I'm doing business with Acanac, not Bell. Either way, no biggy I understand it was out of their hands, but I would of appreciated not to be instructed to take my network apart in order to hook up directly, only to then be told we are required to send you another modem is unnecessary and flat out lying in order to stall and confuse me.

Honesty is key.

This company has huge potential if CRTC is on their side at all, but it's time to step up customer service.

[Dragon120]

What kind of modem are you using? Is it a new or recycled (refurb). Try (if you havent) to default the settings and hook it up. You should also be able to access the modem interface (most probably 192.168.1.1 or .254) and get the broadband stats (status, line config, etc). The only setting you probably need to change is your username and password for DSL login. It seems very likely that you are not authenticating properly to acanac.

I am using the modem Acanac shipped out to me. It should be new or I hope it is.

Can you borrow a modem from a friend to confirm that it is not the modem?
None of my friends use Acanac...perhaps for good reasons.

Thanks for everyone's response in this thread. I am tired of calling in everyday to update them...enough of this BS.

I've cancelled tonight's appointment for a 3rd technician and already sent an email to Billing to CANCEL my service. Hopefully, it won't take me this long to get my money back.

Will not sign-up again and definitely will not recommend friends/family.

[tomtomtom]

My DSL line from tek. is working as usual last night in the "905" area. I guess it has to do with the Bell equipment.

[Inno]

I am using the modem Acanac shipped out to me. It should be new or I hope it is.


None of my friends use Acanac...perhaps for good reasons.

Thanks for everyone's response in this thread. I am tired of calling in everyday to update them...enough of this BS.

I've cancelled tonight's appointment for a 3rd technician and already sent an email to Billing to CANCEL my service. Hopefully, it won't take me this long to get my money back.

Will not sign-up again and definitely will not recommend friends/family.

You don't need an Acanac modem. Any DSL modem that accepts a phone line input should work.

[Imelda_Acanac]

Some locations do take longer unfortunately, especially
with dry loop. There have been 2 Bell tech visits already.
We escalated your repair ticket. If another visit is needed,
please allow it. Are any of the modem lights on?
You ordered March 30 and we can adjust the billing date
to activation date due to delays. You have 30 days to
cancel so please reconsider till we can activate yours.
You can pm me or post and we will continue trouble-shooting.
For dry loop, you have to try each phone jack to find the
one that works and call us 1 866 281 3538 x4 dsl.

Imelda O. Suzara
Acanac Rep

I am using the modem Acanac shipped out to me. It should be new or I hope it is.


None of my friends use Acanac...perhaps for good reasons.

Thanks for everyone's response in this thread. I am tired of calling in everyday to update them...enough of this BS.

I've cancelled tonight's appointment for a 3rd technician and already sent an email to Billing to CANCEL my service. Hopefully, it won't take me this long to get my money back.

Will not sign-up again and definitely will not recommend friends/family.

[astrotrain]

I am using the modem Acanac shipped out to me. It should be new or I hope it is.


None of my friends use Acanac...perhaps for good reasons.

Thanks for everyone's response in this thread. I am tired of calling in everyday to update them...enough of this BS.

I've cancelled tonight's appointment for a 3rd technician and already sent an email to Billing to CANCEL my service. Hopefully, it won't take me this long to get my money back.

Will not sign-up again and definitely will not recommend friends/family.

Hey dragon, just some questions: what area are you located? Do you live in a highrise with intercom? I am assuming you are doing dry loop?

I am considering their service but if they have issues with certain areas and buildings etc. I will look at something else. All these upfront fees for the year is a real turn off if there are so many complications.

Thanks.

[ElChico]

I've been with Acanac a few months now. I had a problem at the start but the bell guy came the next day and I'm in an apartment with no buzzer or intercom. After that it has been working great. I would consider myself a happy customer.

[Dragon120]

Some locations do take longer unfortunately, especially
with dry loop. There have been 2 Bell tech visits already.
We escalated your repair ticket. If another visit is needed,
please allow it. Are any of the modem lights on?
You ordered March 30 and we can adjust the billing date
to activation date due to delays. You have 30 days to
cancel so please reconsider till we can activate yours.
You can pm me or post and we will continue trouble-shooting.
For dry loop, you have to try each phone jack to find the
one that works and call us 1 866 281 3538 x4 dsl.

Imelda O. Suzara
Acanac Rep

Imelda, I signed up based on your professional & courteous responses on this forum. I had given the benefit of the doubt and I am stretched. I have tried each phone jack and have found the proper jack for it (the DSL light was green but not all the time).


Hey dragon, just some questions: what area are you located? Do you live in a highrise with intercom? I am assuming you are doing dry loop?

I am considering their service but if they have issues with certain areas and buildings etc. I will look at something else. All these upfront fees for the year is a real turn off if there are so many complications.

Thanks.

No, I live in a house (GTA East)- yes I am doing dry-loop.

[o0vL]

signed my mom up for thier dsl and voip, finally got a chance to hook everything up for her today and so far so good. hopefully my connection speed doesnt drop after the first 30 days.

[fredsmith]

Imelda, I signed up based on your professional & courteous responses on this forum. I had given the benefit of the doubt and I am stretched. I have tried each phone jack and have found the proper jack for it (the DSL light was green but not all the time).




No, I live in a house (GTA East)- yes I am doing dry-loop.
Well, several people have been trying to help you, but you haven't exactly been responsive . . . so I don't see how you are 'stretched'.

For my part I offered to get on the phone with you and discuss solutions, - I know you read the message because Redflagdeals provides confirmations. The offer was magnanimous - I don't work for Acanac (as anyone reading these threads already knows). I get nothing for helping you. You aren't one of my friends. You aren't one of my referrals. I have no idea who you are.

But I saw someone who seemed to need a bit of support and offered to help you out. Yet you ignored the offer completely.

I even provided a local (freephoneline.com) number in Toronto to call me from so you wouldn't have to pay an LD charge and I also offered to phone you.

But I heard nothing. No reply to the PM, no phone call to this point some 20 hours after you read my message. Yet you did manage to post in that period. Zero consideration.

Sometimes I wonder if some people like complaining for the sake of hearing the sound of their own whining.

Please consider my offer of support withdrawn.

[Airbus]

Hi,
I am interested in Acanac, and I have a question about the dry-loop.
I am going to move into an apartment next month, and the apartment has "EnterPhone" system, does it mean I do not have to sign up for dry-loop?

Thank you very much

[Airbus]

and does this modem works for Acanac ?
http://cgi.ebay.ca/SIEMENS-SE567-GIGASET-SPEEDSTREAM-HIGH-SPEED-INTERNET_W0QQitemZ400043519290QQcmdZViewItemQQptZP CC_Modems?hash=item400043519290&_trksid=p3286.c0.m14&_trkparms=72%3A1215%7C66%3A2%7C65%3A12%7C39%3A1%7C 240%3A1318
http://www.gigaset.com/shc/0,1935,hq_en_0_141461_rArNrNrNrN,00.html
Thank you very much

[fredsmith]

Hi,
I am interested in Acanac, and I have a question about the dry-loop.
I am going to move into an apartment next month, and the apartment has "EnterPhone" system, does it mean I do not have to sign up for dry-loop?

Thank you very much
You need either a dry loop or a hardline telephone to connect. One or the other.

Note that if your apartment has an enterphone and if it is the type that has its own phone line that dials your phone number, then you can have the system call your cellphone and you CAN use dry loop. Note that it also means that you will get those calls even when you are out - note that for security reasons you should be careful not to tell delivery people that you are away when you are not home and they ring.

However some enterpone systems require that you have a proper wired phone line and they ring the phone on that line directly. Some of these do require that you subscribe to a hardline phone service (because they use line voltage to determine whether they 'beep' you or whether they ring the telephone on the line), but many do not. You will still need to have a telephone plugged in to a jack in the apartnent to receive those calls whether or not you subscribe to a hardline service.

The more recent of the latter type of enterphone systems support DSL properly, with a bridge that allows the connection to be maintained while you are on the phone . . . older ones will temporarily interrupt the DSL connection while they are on line.

You'lll have to ask the management what kind of system they have installed.

[fredsmith]

and does this modem works for Acanac ?
http://cgi.ebay.ca/SIEMENS-SE567-GIGASET-SPEEDSTREAM-HIGH-SPEED-INTERNET_W0QQitemZ400043519290QQcmdZViewItemQQptZP CC_Modems?hash=item400043519290&_trksid=p3286.c0.m14&_trkparms=72%3A1215%7C66%3A2%7C65%3A12%7C39%3A1%7C 240%3A1318
http://www.gigaset.com/shc/0,1935,hq_en_0_141461_rArNrNrNrN,00.html
Thank you very much
Based on the description, the answer is yes.

Note that if you buy the unit on Ebay from a US seller, and if that seller ships UPS standard to you in Canada you will be hit with a serious brokerage fee in addition to taxes . . . Shipping by USPS (postal system) will cost a lot less.

[Dragon120]

Well, several people have been trying to help you, but you haven't exactly been responsive . . . so I don't see how you are 'stretched'.

For my part I offered to get on the phone with you and discuss solutions, - I know you read the message because Redflagdeals provides confirmations. The offer was magnanimous - I don't work for Acanac (as anyone reading these threads already knows). I get nothing for helping you. You aren't one of my friends. You aren't one of my referrals. I have no idea who you are.

But I saw someone who seemed to need a bit of support and offered to help you out. Yet you ignored the offer completely.

I even provided a local (freephoneline.com) number in Toronto to call me from so you wouldn't have to pay an LD charge and I also offered to phone you.

But I heard nothing. No reply to the PM, no phone call to this point some 20 hours after you read my message. Yet you did manage to post in that period. Zero consideration.

Sometimes I wonder if some people like complaining for the sake of hearing the sound of their own whining.

Please consider my offer of support withdrawn.

My apologies Fredsmith. That was very kind of you to offer assistance. I was at work and there's no point in giving you a call because I am physically not at home to test anything. When I get home, I don't want to deal with it as I want to spend the very little time at night to play with my baby boy.

I am stretched, referring to making calls to Acanac everyday (or every other day) since beginning of April.

For those who would like to sign up, please don't take my personal experience with a negative thought. I am probably the most unusual case.

[Imelda_Acanac]

I forwarded an email to Billing and Support regarding your account.
Please call DSL support so that they can test the phone jack.
I asked someone from Support to call you too.
Note: Support called and left you a message that they are sending another
modem to you by Monday.

Thank you for your patience!

Imelda O. Suzara
Acanac Rep

Imelda, I signed up based on your professional & courteous responses on this forum. I had given the benefit of the doubt and I am stretched. I have tried each phone jack and have found the proper jack for it (the DSL light was green but not all the time).




No, I live in a house (GTA East)- yes I am doing dry-loop.

[fredsmith]

My apologies Fredsmith. That was very kind of you to offer assistance. I was at work and there's no point in giving you a call because I am physically not at home to test anything. When I get home, I don't want to deal with it as I want to spend the very little time at night to play with my baby boy.

I am stretched, referring to making calls to Acanac everyday (or every other day) since beginning of April.

For those who would like to sign up, please don't take my personal experience with a negative thought. I am probably the most unusual case.

In which case, a message in reply explaining matters would have been appropriate.

[tomjose]

So finally got the bell techs to come and install the dry loop today (April 17th). Its been more than 3 weeks since i submitted the online application for acanac.

So i checked my modem to make sure the 'PPP' light has come on, it hasnt.

So i called acanac. the rep tells me that the dry loop is only active the day after its installed. WT!&#&*#

SO far, going with acanac (and dealing with bell) has been just delay after delay.

[mech9t5]

Hey. Your complaint is actually with Bell, not Acanac. But there isn;t anything they or you can do about it except knuckle under to Bell's tactics.

I had 2 Bell techs at my home recently and they said that they'd switch me to a new DSLAM that was closer to my home and supported 7 megs . . . until they discovered that I was subscribed to a non-Bell ISP. The new higher speed terminations that are closer are reservedf for Bell.

The same applies to ping times .

However I would point out that 'down all the time' and 'a few minutes here and there everyday' are WORLDS apart in terms of performance and reliability.

So which was it?

1. Speeds: Speed was, at some points, below 1Mbps down and less than 5kbps up. The max down speed I could get was around 2.5Mbps. And if you read my post properly, I was on Bell and Acanac at the same time and was getting slower speeds on Acanac. At that point, I was on the same DSLAM as Bell. This is NOT Bell's issue. Besides, in my case distance was NOT an issue. I had a tech at my house (downtown TO) and I looked over their shoulder and they showed me the readings from their equipment. I am less than 1km from the CO (on a line trace) capable of 6Mbps according to their equipment. This reading was taken 6 months into my term by a Bell tech I know. Now tell me it is Bell's problem I was only getting 2.5Mbps max (speed profile was set to 5Mbps).

2. Ping: A 200+ms ping is not because I was terminated on one DSLAM vs another. Don't be ridiculous. A few km would not triple or quad the ping times. As an example, a ping from Toronto to California is only around 130ms. I don't have visibility into Acanac's network but it could be that Acanac's router is overloaded or they have some routing issues. High ping times are not the result of termination on different DSLAMs.

3. Downtime: Down all the time vs down a few minutes here and there everyday. Don't tell me the 2 statements are "worlds apart". Don't talk about semantics and don't try to infer that I am contradicting myself. Down all the time is a relative statement. For me, I qualified that with a statement that it is down a few minutes here and there everyday. For me that amount of downtime is UNACCEPTABLE. When I was on Bell or Rogers, the internet was ALWAYS available when I went to use it. Do you understand how frustrating it is to a user when they are doing something and the internet dies for 10mins before it can reconnect? When this happens enough, it is DOWN ALL THE TIME. Clearly my experience with the service at 2 separate locations have been FAR inferior to Bell or Rogers. I have not even talked about the MAJOR outages that occurred with Acanac which have been more frequent than Bell or Rogers.

4. Responsibility: Acanac always blames Bell. It is never their responsibility. Acanac has to take responsibility for issue since the service was purchased from ACANAC. It is Acanac's RESPONSIBILITY to fix these issues for THEIR customer not simply say it is Bell's issue and leave it at that.

[CatDog]

went down today for an hour, 905 area

[Airbus]

You need either a dry loop or a hardline telephone to connect. One or the other.

Note that if your apartment has an enterphone and if it is the type that has its own phone line that dials your phone number, then you can have the system call your cellphone and you CAN use dry loop. Note that it also means that you will get those calls even when you are out - note that for security reasons you should be careful not to tell delivery people that you are away when you are not home and they ring.

However some enterpone systems require that you have a proper wired phone line and they ring the phone on that line directly. Some of these do require that you subscribe to a hardline phone service (because they use line voltage to determine whether they 'beep' you or whether they ring the telephone on the line), but many do not. You will still need to have a telephone plugged in to a jack in the apartnent to receive those calls whether or not you subscribe to a hardline service.

The more recent of the latter type of enterphone systems support DSL properly, with a bridge that allows the connection to be maintained while you are on the phone . . . older ones will temporarily interrupt the DSL connection while they are on line.

You'lll have to ask the management what kind of system they have installed.My apartment \system does not need me to subscribe a landline. If someone call me from the lobby via the enterphone system, it will reach my unit directly(Of course I need to plug in a telephone to the jack).
So, can I just sign up for the regular DSL, or I still need to sign up the dry loop.
Thank you very much

[tomjose]

so finally i got the internet running. seems like the acanac rep was wrong abt the dry loop only being active a day after it was installed.

He did teach me something neat tho. How to find out which jack is set up for the internet. Just plugin a phone direct to the jack you want to check. If there is a dial tone, then that jack is set up for the internet.

The Gnet modem i had planned on using was a pain in the REAR END!

So went back to using the bell speedstream 5200.

heres my results
http://www.speedtest.net/rank/1137443415.png (http://www.speedtest.net)

[tommo_r]

Yes, the deal is a good one & yes it is quick.

I have had Acanac for over a year and have close to zero downtime. When I first had it hooked up it went down a few times in the first month and I almost closed my account. Since then no problems of note.

I also have my VOIP home phone wioth them.

Now, the $19 deal is for the first year only. After the first year the cost creeps up (they run at a loss for the first year on your account and they give you all the number and info etc.)

I have never had any speed issues with surfing and torrents seems to be quick enough for my meager downloads.

[fredsmith]

My apartment \system does not need me to subscribe a landline. If someone call me from the lobby via the enterphone system, it will reach my unit directly(Of course I need to plug in a telephone to the jack).
So, can I just sign up for the regular DSL, or I still need to sign up the dry loop.
Thank you very much
If you are not getting a hardline you will need a dry loop.

[superfigz]

heres my results
http://www.speedtest.net/rank/1137443415.png (http://www.speedtest.net)

for a second there, i thought it was kb/s and became really worried!

[fredsmith]

1. Speeds: Speed was, at some points, below 1Mbps down and less than 5kbps up. The max down speed I could get was around 2.5Mbps. And if you read my post properly, I was on Bell and Acanac at the same time and was getting slower speeds on Acanac. At that point, I was on the same DSLAM as Bell. This is NOT Bell's issue. Besides, in my case distance was NOT an issue. I had a tech at my house (downtown TO) and I looked over their shoulder and they showed me the readings from their equipment. I am less than 1km from the CO (on a line trace) capable of 6Mbps according to their equipment. This reading was taken 6 months into my term by a Bell tech I know. Now tell me it is Bell's problem I was only getting 2.5Mbps max (speed profile was set to 5Mbps).

2. Ping: A 200+ms ping is not because I was terminated on one DSLAM vs another. Don't be ridiculous. A few km would not triple or quad the ping times. As an example, a ping from Toronto to California is only around 130ms. I don't have visibility into Acanac's network but it could be that Acanac's router is overloaded or they have some routing issues. High ping times are not the result of termination on different DSLAMs.

3. Downtime: Down all the time vs down a few minutes here and there everyday. Don't tell me the 2 statements are "worlds apart". Don't talk about semantics and don't try to infer that I am contradicting myself. Down all the time is a relative statement. For me, I qualified that with a statement that it is down a few minutes here and there everyday. For me that amount of downtime is UNACCEPTABLE. When I was on Bell or Rogers, the internet was ALWAYS available when I went to use it. Do you understand how frustrating it is to a user when they are doing something and the internet dies for 10mins before it can reconnect? When this happens enough, it is DOWN ALL THE TIME. Clearly my experience with the service at 2 separate locations have been FAR inferior to Bell or Rogers. I have not even talked about the MAJOR outages that occurred with Acanac which have been more frequent than Bell or Rogers.

4. Responsibility: Acanac always blames Bell. It is never their responsibility. Acanac has to take responsibility for issue since the service was purchased from ACANAC. It is Acanac's RESPONSIBILITY to fix these issues for THEIR customer not simply say it is Bell's issue and leave it at that.

1. 2.5 mbps to WHERE? Anything beyond Acanac is subject to issues beyond their control - I have no problem downloading at close to 4 megabits with my connection.

2. Ping likewise depends on routing and traffic. My ping to speedtest.net in Hamilton is presently 37 ms for me (I'm in Montreal) and the speed is exactly what I'd expect for a 4 down, .6 up connection.

I also have access to a connection through Bell (different circuit) and it runs 121 ms to the same speed test. Edit: I just reran the speedtest with thr Be;; connection and got 64 ms . . . you can't judge a book by a single test. Ping and speed are contention-limited.

What does that tell me? Absolutely nothing, because it depends on the number of hops, the amount of traffic and more.

3. Downtime? I see occasional service drops, but some more serious delays that can impact on my VOIP connection because VOIP is not very tolerant of jitter. Major outages? I saw one about 18 months ago that was traced to Bell having unplugged a connector on a router somewhere . .

I'm a pretty heavy user and I would notice 'down all the time' issues.

All I can say is that my experience is vastly different than what you report . . . however you should note that Acanac can only be accountable to the various demarcation points. Outside of their system it is up to the gods at Bell and beyond.

[vtruong]

My Ananac internet was down last night, area code (416) North york
Does anyone have any idea why I can't run Utorrent and surf internet at the same time. i can't surf as soon as Utorrent running (but it's still downloading). After closing down Utorrent and waiting for 1 min or 2 or sometimes need to power cycling the modem, then I can surf.... never have this problem with Rogers.

appreciated for your help

[fredsmith]

My Ananac internet was down last night, area code (416) North york
Does anyone have any idea why I can't run Utorrent and surf internet at the same time. i can't surf as soon as Utorrent running (but it's still downloading). After closing down Utorrent and waiting for 1 min or 2 or sometimes need to power cycling the modem, then I can surf.... never have this problem with Rogers.

appreciated for your help
Shouldn't be a problem . . . works for me without issue.

Are you using the socks tunnel? That shouldn't be a reason either if things are correctly configured.

[JVM]

My Ananac internet was down last night, area code (416) North york
Does anyone have any idea why I can't run Utorrent and surf internet at the same time. i can't surf as soon as Utorrent running (but it's still downloading). After closing down Utorrent and waiting for 1 min or 2 or sometimes need to power cycling the modem, then I can surf.... never have this problem with Rogers.

appreciated for your help

Try limiting your torrent upload speed to 15k/s (or similar). If I let the torrents max out my upload then I can't browse.

[vtruong]

Try limiting your torrent upload speed to 15k/s (or similar). If I let the torrents max out my upload then I can't browse.

Thanks for the reply but I already tried down to 1k/s, still no hope. I couldn't get this working, I'm thinking cancel the Acanac and switch back Rogers.

[fredsmith]

Thanks for the reply but I already tried down to 1k/s, still no hope. I couldn't get this working, I'm thinking cancel the Acanac and switch back Rogers.

It isn't supposed to work the way you describe . . . it certainly doesn't work that way for me.

In fact, the likelihood of it being related to Acanac is low. You may have something configured improperly as I said before.

Before I changed ISPs, I'd at least make an attempt to resolve the problem. But that's just me.

[samson]

Thanks for the reply but I already tried down to 1k/s, still no hope. I couldn't get this working, I'm thinking cancel the Acanac and switch back Rogers.

Are you using a seperate router ? Do you have QOS set on the router? Try disabling it. And also use the tunnelier software that works with acanac to bypass throttling. You can find the software on their website in the forums.

[mech9t5]

1. 2.5 mbps to WHERE? Anything beyond Acanac is subject to issues beyond their control - I have no problem downloading at close to 4 megabits with my connection.

2. Ping likewise depends on routing and traffic. My ping to speedtest.net in Hamilton is presently 37 ms for me (I'm in Montreal) and the speed is exactly what I'd expect for a 4 down, .6 up connection.

I also have access to a connection through Bell (different circuit) and it runs 121 ms to the same speed test. Edit: I just reran the speedtest with thr Be;; connection and got 64 ms . . . you can't judge a book by a single test. Ping and speed are contention-limited.

What does that tell me? Absolutely nothing, because it depends on the number of hops, the amount of traffic and more.

3. Downtime? I see occasional service drops, but some more serious delays that can impact on my VOIP connection because VOIP is not very tolerant of jitter. Major outages? I saw one about 18 months ago that was traced to Bell having unplugged a connector on a router somewhere . .

I'm a pretty heavy user and I would notice 'down all the time' issues.

All I can say is that my experience is vastly different than what you report . . . however you should note that Acanac can only be accountable to the various demarcation points. Outside of their system it is up to the gods at Bell and beyond.

1. 2.5Mbps to ANYWHERE.

2. You think I've only done a single test? I have NEVER gotten below 150ms on Acanac testing to ANYWHERE.

You know what this tells me? It tells me there is latency. I can physically see web pages load slower on Acanac. There could be many reasons for the latency but it is there. As a customer, I don't care what the reason is as long as it gets fixed. Acanac couldn't fix it and not only that, they didn't even try. They ignored it.

3. From their own forums: April 14-17, Cogent outage (on going) -
http://community.acanac.com/acanac/viewtopic.php?f=22&t=8684. If you look through the forums, you will see many people complain about outages and even announcements of outages.

The reason they see so many outages is simply because they have no backup provider. From the thread, I can see they are trying to put one in. But, as of right now, whenever cogent goes down, the internet is down.

bottom line is that Bell and Rogers do offer better uptimes because they have backup providers. there is no arguing this, Acanac clearly does not have any backup provider.

Not only that, they only have a 10Gbps pipe. I can see 10Gbps getting saturated quite easily with all the bittorrenters from Bell having moved over to Acanac for the unlimited usage. It would be interesting to see a usage chart but I doubt we would ever be able to see that. No provider wants to show that they are overselling cause that would mean slow service.

despite the problems, I know they are trying to improve but for the price they are charging after the 1st year, it is not worth it. I am on a Rogers high speed express (7mbp) promotion for $30 a month (for 1 year) including tax no contract. Acanac was $19+8 (dryloop), $27... difference of $3 I would gladly pay for more reliable service.

[fredsmith]

1. 2.5Mbps to ANYWHERE.

2. You think I've only done a single test? I have NEVER gotten below 150ms on Acanac testing to ANYWHERE.

You know what this tells me? It tells me there is latency. I can physically see web pages load slower on Acanac. There could be many reasons for the latency but it is there. As a customer, I don't care what the reason is as long as it gets fixed. Acanac couldn't fix it and not only that, they didn't even try. They ignored it.

3. From their own forums: April 14-17, Cogent outage (on going) -
http://community.acanac.com/acanac/viewtopic.php?f=22&t=8684. If you look through the forums, you will see many people complain about outages and even announcements of outages.

The reason they see so many outages is simply because they have no backup provider. From the thread, I can see they are trying to put one in. But, as of right now, whenever cogent goes down, the internet is down.

bottom line is that Bell and Rogers do offer better uptimes because they have backup providers. there is no arguing this, Acanac clearly does not have any backup provider.

Not only that, they only have a 10Gbps pipe. I can see 10Gbps getting saturated quite easily with all the bittorrenters from Bell having moved over to Acanac for the unlimited usage. It would be interesting to see a usage chart but I doubt we would ever be able to see that. No provider wants to show that they are overselling cause that would mean slow service.

despite the problems, I know they are trying to improve but for the price they are charging after the 1st year, it is not worth it. I am on a Rogers high speed express (7mbp) promotion for $30 a month (for 1 year) including tax no contract. Acanac was $19+8 (dryloop), $27... difference of $3 I would gladly pay for more reliable service.
1. So you are connected at 3 megs. Assuming that your line is capable of 4 or 5 megs do something about it.

2. If your ping is always 150+ ms, then it IS Bell's front end because I get less than 40 . . . . same portal. Heck, a lot of that latency could be in a buggp or cheal local router in your own home!

3. Many of the people have no clue about the difference between a transient routing outage and a disconnect.

Backup providers? I think not. Bell IS the core provider in Quebec and Ontario.

As to the size of the pipe, that's one reason you speedtest to Acanac.net and not outside - even though I have no contention issues >98% of the time. But the internet is filled with what are known as 'bursty data sources', making 10 gigabits a VERY capable pipe, able to handle thousands of concurrent users . . . that's more bandwidth than goes into many small countries.

I agree that you can do better over cable - but your $30 promotion is NOT comparable to Acanac's $27 - for one thing you pay Rogers taxes and Acanac has taxes included.

Heck I spent 5 years on cable - and every evening the connection between my home and the ISPs portal would slow to a crawl. Why? Because unlike DSL, there is HUGE contention on the front end. Yes, it flies when everyone's asleep, but then so am I. And don't forget that Rogers, Bell and the rest of the majors all block ports and throttle (excuse me . . . 'shape') traffic.

[vtruong]

Are you using a seperate router ? Do you have QOS set on the router? Try disabling it. And also use the tunnelier software that works with acanac to bypass throttling. You can find the software on their website in the forums.

would you please provide the link? Thx

[tomjose]

would you please provide the link? Thx

I think samson was refering to this:

http://community.acanac.com/acanac/viewtopic.php?f=21&t=6046
http://community.acanac.com/acanac/viewtopic.php?f=21&t=5951
http://community.acanac.com/acanac/viewtopic.php?f=21&t=5903

[CSR]

I have an old Speedstream 5200 modem that I want to use with Acanac.

Before signing up, I am trying to test it with my current Bell connection but can't get it to work. Do I have to configure some settings before it will work properly?

Thanks.

EDIT: NVM, typed the user name and password into the Vista network utility (PPPoE) and it is working fine.. booya! But is there anything I need to know about using my own modem (Speedstream 5200).

[tomjose]

I have an old Speedstream 5200 modem that I want to use with Acanac.

Before signing up, I am trying to test it with my current Bell connection but can't get it to work. Do I have to configure some settings before it will work properly?

Thanks.

EDIT: NVM, typed the user name and password into the Vista network utility (PPPoE) and it is working fine.. booya! But is there anything I need to know about using my own modem (Speedstream 5200).

Well, i did find out how to access the modem settings.

open up IE or firefox and type in ip: 192.168.2.1

[CSR]

Well, i did find out how to access the modem settings.

open up IE or firefox and type in ip: 192.168.2.1

What settings do I need to change before I can use it with Acanac?

Also, there is a thread about unlocking the modem, what purpose does that serve?
http://www.redflagdeals.com/forums/showthread.php?t=307731&highlight=speedstream+5200

1 more question, what are these modem settings Acanac says they will do if you use their $50 modem?

[alex_2007]

isn't it possible to use Rogers and Acanac? I don't want to cancel my rogers, but yet i do want to try out Acanac. has anyone done this?

[mech9t5]

1. So you are connected at 3 megs. Assuming that your line is capable of 4 or 5 megs do something about it.

2. If your ping is always 150+ ms, then it IS Bell's front end because I get less than 40 . . . . same portal. Heck, a lot of that latency could be in a buggp or cheal local router in your own home!

3. Many of the people have no clue about the difference between a transient routing outage and a disconnect.

Backup providers? I think not. Bell IS the core provider in Quebec and Ontario.

As to the size of the pipe, that's one reason you speedtest to Acanac.net and not outside - even though I have no contention issues >98% of the time. But the internet is filled with what are known as 'bursty data sources', making 10 gigabits a VERY capable pipe, able to handle thousands of concurrent users . . . that's more bandwidth than goes into many small countries.

I agree that you can do better over cable - but your $30 promotion is NOT comparable to Acanac's $27 - for one thing you pay Rogers taxes and Acanac has taxes included.

Heck I spent 5 years on cable - and every evening the connection between my home and the ISPs portal would slow to a crawl. Why? Because unlike DSL, there is HUGE contention on the front end. Yes, it flies when everyone's asleep, but then so am I. And don't forget that Rogers, Bell and the rest of the majors all block ports and throttle (excuse me . . . 'shape') traffic.

"Do something about it" - thanks. I didn't know I could do that? Wow, thanks for the great advice. So opening 6 tickets with Acanac isn't enough? I really had fun calling Acanac just to have my tickets closed saying there was nothing wrong. I paid Acanac, THEY should fix the problem PERIOD. Should I have called Bell to fix my problem? Don't tell ME to do something about. You sound exactly like the "technical" support at Acanac.

I am perfectly happy paying my $30 INCLUDING TAX (maybe you'll see the caps or maybe you'll ignore it again... who knows) for Rogers. I can download BT at 500kb/s anytime of the day.

I am finished with this discussion. You clearly have an affiliation with Acanac (although I doubt you would admit it) and so there really is no point talking about it anymore.

Besdies, you don't know enough about networks to continue.

[mech9t5]

isn't it possible to use Rogers and Acanac? I don't want to cancel my rogers, but yet i do want to try out Acanac. has anyone done this?

yes. just order Acanac. Rogers is over cable and Acanac is over the phone line. But, make sure you cancel way before the 30 days are up because they will try delay tactics on you so you go past 30 days and they will tell you too bad.

my advice is stick with Rogers. Go through their retentions and get a better price from them.

[fredsmith]

"Do something about it" - thanks. I didn't know I could do that? Wow, thanks for the great advice. So opening 6 tickets with Acanac isn't enough? I really had fun calling Acanac just to have my tickets closed saying there was nothing wrong. I paid Acanac, THEY should fix the problem PERIOD. Should I have called Bell to fix my problem? Don't tell ME to do something about. You sound exactly like the "technical" support at Acanac.

I am perfectly happy paying my $30 INCLUDING TAX (maybe you'll see the caps or maybe you'll ignore it again... who knows) for Rogers. I can download BT at 500kb/s anytime of the day.

I am finished with this discussion. You clearly have an affiliation with Acanac (although I doubt you would admit it) and so there really is no point talking about it anymore.

Besdies, you don't know enough about networks to continue.

1. You can open tickets and they can close them, but it won't make a difference if Bell won't change the profile. When I had line noise issues that impacted on my DSL connectivity (but had little effect on my voice connection) I DID call Bell and had them change out the pairs and connect me to a different DSLAM.

2. True, I missed the comment about tax being included, but even though you claim to have a 7 meg connection, I wonder that you only see 500 kilobit throughput with BitTorrent.

3. OF COURSE I HAVE AN AFFILIATION WITH ACANAC. I am a paying subscriber and have been for about 3 years. As such I don't even have my requisite 10 referrals yet.

4. And as to what I know about digital communications and networking; you have no idea WHAT I know or what my credentials are. But my background thoroughly qualifies me.

5. Since you won't be responding I'll just say "bye" now.

[fredsmith]

What settings do I need to change before I can use it with Acanac?

Also, there is a thread about unlocking the modem, what purpose does that serve?
http://www.redflagdeals.com/forums/showthread.php?t=307731&highlight=speedstream+5200

1 more question, what are these modem settings Acanac says they will do if you use their $50 modem?

There's not much for you to do beyond entering your user name and password where the old ones from Bell were.

Acanac will preprogram those values before shipping their modem to you if you use theirs.

The only real benefit to reflashing your modem is that it will get rid of the Bell logo from the administration pages; The device will work just fine without any changes beyond the one mentioned above. I wouldn't bother.

[WeeB]

yes. just order Acanac. Rogers is over cable and Acanac is over the phone line. But, make sure you cancel way before the 30 days are up because they will try delay tactics on you so you go past 30 days and they will tell you too bad.

my advice is stick with Rogers. Go through their retentions and get a better price from them.

I am currently on Rogers extreme and am happy with everything except for the price ($60 a month). Do you know their retentions number so I can see if I can get a better deal?

[CSR]

There's not much for you to do beyond entering your user name and password where the old ones from Bell were.

Acanac will preprogram those values before shipping their modem to you if you use theirs.

The only real benefit to reflashing your modem is that it will get rid of the Bell logo from the administration pages; The device will work just fine without any changes beyond the one mentioned above. I wouldn't bother.

thx

[vtruong]

I think samson was refering to this:

http://community.acanac.com/acanac/viewtopic.php?f=21&t=6046
http://community.acanac.com/acanac/viewtopic.php?f=21&t=5951
http://community.acanac.com/acanac/viewtopic.php?f=21&t=5903

Thanks, I will give it a shot.

[ryehigh17]

Can't seem to find answer anywhere !

Does either of these modems work with Acanac or do I need to buy new one?

1. Rogers - Scientific Atlanta 2100
2. 3Web - BroadMax/LinkMAX HSA300A-309

Thx

[Imelda_Acanac]

Rogers uses the cable lines whereas Acanac uses the
phone lines so both are using different technology and
are not really comparable.

Rogers advertises their 7M high speed express at $46.99 month not $30 month.

Acanac like all other DSL ISPs have standard gateway access speeds
at 5M for Residential and 6M for Business, using phone lines managed by Bell.
There is a workaround from line throttling with a free online pc using a SSH tunnel.
Read SSH tunnel http://acanac.ca/SSH-Tunnel-U.htm
We also have a paid VPS PC which uses fiber optics technology at
10M for Residential and 20M for Business.
Read VPS PC http://www.acanac.ca/more-info-pc.htm .

As for outages, problems and slow speeds,
there may be outages from Cogent (bandwidth
provider for internet companies) or Bell (lines)
which are not in Acanac's control. There are also
individual customers whose locations, modem,
home network setups which affect their internet connections.
Please read various possible problems with DSL
http://www.dslreports.com/faq/258.

Imelda O. Suzara
Acanac Rep


1. 2.5Mbps to ANYWHERE.

2. You think I've only done a single test? I have NEVER gotten below 150ms on Acanac testing to ANYWHERE.

You know what this tells me? It tells me there is latency. I can physically see web pages load slower on Acanac. There could be many reasons for the latency but it is there. As a customer, I don't care what the reason is as long as it gets fixed. Acanac couldn't fix it and not only that, they didn't even try. They ignored it.

3. From their own forums: April 14-17, Cogent outage (on going) -
http://community.acanac.com/acanac/viewtopic.php?f=22&t=8684. If you look through the forums, you will see many people complain about outages and even announcements of outages.

The reason they see so many outages is simply because they have no backup provider. From the thread, I can see they are trying to put one in. But, as of right now, whenever cogent goes down, the internet is down.

bottom line is that Bell and Rogers do offer better uptimes because they have backup providers. there is no arguing this, Acanac clearly does not have any backup provider.

Not only that, they only have a 10Gbps pipe. I can see 10Gbps getting saturated quite easily with all the bittorrenters from Bell having moved over to Acanac for the unlimited usage. It would be interesting to see a usage chart but I doubt we would ever be able to see that. No provider wants to show that they are overselling cause that would mean slow service.

despite the problems, I know they are trying to improve but for the price they are charging after the 1st year, it is not worth it. I am on a Rogers high speed express (7mbp) promotion for $30 a month (for 1 year) including tax no contract. Acanac was $19+8 (dryloop), $27... difference of $3 I would gladly pay for more reliable service.

[Imelda_Acanac]

Acanac only sells and supports these modems:
Lynx 210 and Aztech 600EU which are $49.95
refundable and preconfigured to simply plug in.
If you have modems from other ISPs, if they
are DSL modems, then they may work if you
put in the username and password given by Acanac
and the lights turn on and it connects.

Imelda O. Suzara
Acanac Rep

Can't seem to find answer anywhere !

Does either of these modems work with Acanac or do I need to buy new one?

1. Rogers - Scientific Atlanta 2100
2. 3Web - BroadMax/LinkMAX HSA300A-309

Thx

[fredsmith]

Can't seem to find answer anywhere !

Does either of these modems work with Acanac or do I need to buy new one?

1. Rogers - Scientific Atlanta 2100
2. 3Web - BroadMax/LinkMAX HSA300A-309

Thx

You ought to be OK with the Broadmax - but the Scientific Atlanta is a cable modem.

[Contele]

I notice was given to Bell at the end of February to cancel my Internet subscription by March 29. I send their modem one week before ending of subscription and manage to buy my own which I connected to internet. Bell did not stop the internet subscription up to date. Last week I subscribed to ACANAC.

I disconnected the modem and I unplugged the power supply. I did the speed test and that is looking closed to 4.35 Mb/s but is specified the provider is Sympatico. Two weeks ago I did the speed test when Bell was the provider and there was something less than 0.2 Mb/s.

Now I do not in which internet provider I am? Bell or Acanac?

No user name or password provided by Acanac.

[hd2002]

I notice was given to Bell at the end of February to cancel my Internet subscription by March 29. I send their modem one week before ending of subscription and manage to buy my own which I connected to internet. Bell did not stop the internet subscription up to date. Last week I subscribed to ACANAC.

I disconnected the modem and I unplugged the power supply. I did the speed test and that is looking closed to 4.35 Mb/s but is specified the provider is Sympatico. Two weeks ago I did the speed test when Bell was the provider and there was something less than 0.2 Mb/s.

Now I do not in which internet provider I am? Bell or Acanac?

No user name or password provided by Acanac.

You need to get a new set of login info from Acanac, otherwise you are still using Bell service(new dsl modem here doesn't any difference).

[o0vL]

^seems like ur still using bell if your not loging in with a acanac user name/ password

[puneet]

:confused:hi guys,

Please tell me on simple thing

I am on robers-ultralite and they just reduced my download limit from 60gb to 2 gb( yes i had 60gb on my ultralite before),which they wont reverse.
I dont not downlaod a great deal but yes it jumps to more than 2 GB now & then and dont watch movies either.
Is it worth the switchover to Acanac for the speed and download limit

[fredsmith]

:confused:hi guys,

Please tell me on simple thing

I am on robers-ultralite and they just reduced my download limit from 60gb to 2 gb( yes i had 60gb on my ultralite before),which they wont reverse.
I dont not downlaod a great deal but yes it jumps to more than 2 GB now & then and dont watch movies either.
Is it worth the switchover to Acanac for the speed and download limit
It is advantageous for the first year . . . it is very competitive for subsequent years.

[puneet]

:confused:I just called ACANAC and they said I'll be charged $8 extra/month as i dont have a bell telephone line. So it would be like 18.95 + 8/ month. Is this OK?

[fredsmith]

:confused:I just called ACANAC and they said I'll be charged $8 extra/month as i dont have a bell telephone line. So it would be like 18.95 + 8/ month. Is this OK?

Still a great price - others will charge more for the dry loop.

[Psycho44]

:confused:I just called ACANAC and they said I'll be charged $8 extra/month as i dont have a bell telephone line. So it would be like 18.95 + 8/ month. Is this OK?

yep that's what I had dry loop + acanac internet. The Bell guy comes to your house to install the dry loop outside the house. I came home from work with the Bell guy waiting in the driveway for me to test my internet connection. It worked and I've been satisfied with Acanac ever since. Although they have some periods where I have no internet connectivity so I have to do a manually dns flush and registerdns command to get back the internet connectivity.

[RastaManMax]

I just got mine. Will do some speed tests later. A quick one on Speakeasy shows i'm hitting only 2500 in my condo.

[fredsmith]

I just got mine. Will do some speed tests later. A quick one on Speakeasy shows i'm hitting only 2500 in my condo.

You're probably profiled for 3 megs . . . open a ticket.

[Dragon120]

Update:
Received a modem yesterday, plugged it in and worked flawlessly.

Checked the speed and I'm getting 3000/800 (is that the correct speed I should be getting)? I guess it'll take a few days for it to hit a better speed?


Thank you Imelda for your diligent work.

[Imelda_Acanac]

It can take up to 3 business days to get speeds up.
I am glad your modem and internet are working for
your location.

Imelda O. Suzara
Acanac Rep

Update:
Received a modem yesterday, plugged it in and worked flawlessly.

Checked the speed and I'm getting 3000/800 (is that the correct speed I should be getting)? I guess it'll take a few days for it to hit a better speed?


Thank you Imelda for your diligent work.

[Imelda_Acanac]

Please pm me your name and number if you want
your username and password sent to you. It should
have been emailed or sent to you after sign-up.

Imelda O. Suzara
Acanac Rep

I notice was given to Bell at the end of February to cancel my Internet subscription by March 29. I send their modem one week before ending of subscription and manage to buy my own which I connected to internet. Bell did not stop the internet subscription up to date. Last week I subscribed to ACANAC.

I disconnected the modem and I unplugged the power supply. I did the speed test and that is looking closed to 4.35 Mb/s but is specified the provider is Sympatico. Two weeks ago I did the speed test when Bell was the provider and there was something less than 0.2 Mb/s.

Now I do not in which internet provider I am? Bell or Acanac?

No user name or password provided by Acanac.

[mr_yellow]

Quick Q:

Anyone in the Downtown Toronto core having problems with connectivity lately? Everythings been great since December when I signed up but we've had a few outages lasting from 15 minutes to a few hours during day and evening hours over the past few weeks...

[Amadaeus]

Quick Q:

Anyone in the Downtown Toronto core having problems with connectivity lately? Everythings been great since December when I signed up but we've had a few outages lasting from 15 minutes to a few hours during day and evening hours over the past few weeks...

I'm in Thornhill... I was out for 5 hours last night during the rainstorm, and my speed was cut in half (~2.5 down, ~.5 up) when the sync was stabilized.

Bell tech supposedly coming today... we'll see if the speed improves back to normal.

[an0nymz]

Got my dry loop set up. Just finished struggling with configuring the bridge mode. It turned out I did everything right, it just refused to work until I restarted the computer :o

This is the speed I'm getting. Is it good/bad/average?

http://www.speedtest.net/result/457118332.png (http://www.speedtest.net)

Also, how do you log in to your user account? I tried my user ID and password, with and without the "@acanac.net" part, but it keeps giving me "login failed, please try again!"

Thanks.

[RastaManMax]

If that's the case, then i'll wait a couple days.

fredsmith - Thanks for the advice. I'll see what happens by the end of the week then open a ticket if i'm not getting past the 2500 because my speeds are slow compared to what other people are getting.

It can take up to 3 business days to get speeds up.
I am glad your modem and internet are working for
your location.

Imelda O. Suzara
Acanac Rep

[Imelda_Acanac]

Cogent, the bandwidth provider of Acanac
had a power outage which affects its ISPs.
Here is the link in the Acanac community forum
http://community.acanac.com/acanac/viewtopic.php?f=22&t=8684&start=60&st=0&sk=t&sd=a&hilit=cogent .

Imelda O. Suzara
Acanac Rep

Quick Q:

Anyone in the Downtown Toronto core having problems with connectivity lately? Everythings been great since December when I signed up but we've had a few outages lasting from 15 minutes to a few hours during day and evening hours over the past few weeks...

[daregiri]

Hi Guyz,

Finallly ,I will be out of Acanac Service will keep you posted Regarding the Service from Tecksavvy .

I was with acanac from past 1 year, My speeds (from Speedtest.net)were never more than 2M, when i called the tech support, they say, the maximum speed i can get it 2M as they said distance from my house to Station is around 5 km, hence you should be lucky enough, as you are getting aroung 2 M, Since i was on the contract with Acanac, there was no way to test the speed for other ISP, Thanks for RFD guyz to guide me to Teck Savvy, Will keep you posted regarding the speed i will be getting from Teck Savvy.

Thanks
dare.

[tomtomtom]

^ Remember to write ur cancel email sooner, or you'll be precharged.

[astrotrain]

A have a quick question.

If I subscribe now to the service with an active phone line but wish for later say 1 month later to cancel my home phone can I do the dry loop option then without incurring additional charges beside the regular dry loop per month charge? What is the sum charge for dry loop after 1 month already into the service.

Is this possible?

[Inno]

I switched to dry loop after some months very easily. No setup cost just paying $8 per month.

[Matryx]

I would surely jump on this if my area has DSL. It's funny though that people a couple streets down has DSL and I don't. Whats up with that?

[MaryToronto]

:confused:hi guys,

Please tell me on simple thing

I am on robers-ultralite and they just reduced my download limit from 60gb to 2 gb( yes i had 60gb on my ultralite before),which they wont reverse.
I dont not downlaod a great deal but yes it jumps to more than 2 GB now & then and dont watch movies either.
Is it worth the switchover to Acanac for the speed and download limit

I tried the rogers "grab and go" three month promotion and when I tried to go back down to what I had after my three month trial period, they informed me I was no longer eligible for the 60GB and put me down to 2GB. They said since I altered or "grandfathered" my account, I cannot go back. Even though no one informed me of this, they will not put me back on my original 60GB. I am in the process of looking into another provider and changing all the other things I have on Rogers as well.

[lil_azn]

Just to let you know. Modem is at 22$ special at PCvillage today only!!! so 2 hours left... Its a TP-link adsl modem+router

[tomtomtom]

Just to let you know. Modem is at 22$ special at PCvillage today only!!! so 2 hours left... Its a TP-link adsl modem+router

Don't make it sound like deal of the century, everywhere is selling around that price, they are just 3 bucks cheaper than everywhere else

[RastaManMax]

I tried the rogers "grab and go" three month promotion and when I tried to go back down to what I had after my three month trial period, they informed me I was no longer eligible for the 60GB and put me down to 2GB. They said since I altered or "grandfathered" my account, I cannot go back. Even though no one informed me of this, they will not put me back on my original 60GB. I am in the process of looking into another provider and changing all the other things I have on Rogers as well.

I'm the same as you, i've had it with Rogers.

Long story short, they keep extra billing me for my cable TV and to sort it out, i have to fax in a copy of my original agreement so that i don't have to call them every month. All this hassle just to get them to charge me the agreed upon price for my cable TV.

Moving my cable internet away from them felt very good. Same with moving my girlfriends phone service as well. Speaking of which, she has to go deal with them still because they haven't refunded the credit on her account after they extra billed her either.

EDIT: Here's my Speedtest result. I've had it for 2 days so far so i'll give it until early next week before i start a ticket for my half-speed line:

http://www.speedtest.net/result/457453960.png (http://www.speedtest.net)

LEMAR

[Imelda_Acanac]

Dry loop installation is free and $8 month or $96 year prepaid.
To make the switch, call 1 866 281 3538 x4 DSL support
about 2 weeks before. Support informs Billing to charge
your credit card when they do the dry loop.

Imelda O. Suzara
Acanac Rep

A have a quick question.

If I subscribe now to the service with an active phone line but wish for later say 1 month later to cancel my home phone can I do the dry loop option then without incurring additional charges beside the regular dry loop per month charge? What is the sum charge for dry loop after 1 month already into the service.

Is this possible?

[Imelda_Acanac]

Here is Acanac's speed test online
http://www.acanac.ca/speedtest/

Also, go to http://192.168.1.1
use 'admin', 'admin', click on Status,
Modem Status.

Results can vary depending on time of testing,
slower during heavy peak hours 4pm to 2am and
weekends due to traffic management of lines by Bell.
Also other equipment in a home network setup,
the quality of phone line, the distance of customer's
location from Bell central office (CO, maximum 6km away),
and if CO has a remote booster.

Imelda O. Suzara
Acanac Rep

I'm the same as you, i've had it with Rogers.

Long story short, they keep extra billing me for my cable TV and to sort it out, i have to fax in a copy of my original agreement so that i don't have to call them every month. All this hassle just to get them to charge me the agreed upon price for my cable TV.

Moving my cable internet away from them felt very good. Same with moving my girlfriends phone service as well. Speaking of which, she has to go deal with them still because they haven't refunded the credit on her account after they extra billed her either.

EDIT: Here's my Speedtest result. I've had it for 2 days so far so i'll give it until early next week before i start a ticket for my half-speed line:

http://www.speedtest.net/result/457453960.png (http://www.speedtest.net)

LEMAR

[25jai]

EDIT: Here's my Speedtest result. I've had it for 2 days so far so i'll give it until early next week before i start a ticket for my half-speed line:

http://www.speedtest.net/result/457453960.png (http://www.speedtest.net)

LEMAR

Looks like your on a 3000/800 profile. check your status in your modem like what imelda tells you above, but directly connect your modem to the computer (which he didn't mention, since there could be people who do have routers). Ideally with what acanac is offering, you should be getting something like 5016down/800up. Lucky if you have 6016/800. if you have anything lower than 5016/800, you should submit a ticket to fix your profile.

[Imelda_Acanac]

This comparison / contrast between the two may help:

Line Technology
Acanac uses phone lines (wet loop active phone or dry loop no dialtone)
Rogers uses cable lines

Price first year
Acanac $18.95 month but prepaid $227.40 year, taxes included
Rogers $25.99 month

Speeds
Acanac 5M download / 800 Kb upload residential
Rogers Ultralite 500Kb download / 256Kb upload
Note: Acanac offers 10x more potential speed, closer to Rogers Express 7Mb

Limits
Acanac Unlimited downloading
Rogers Ultralite 2 gb limit

Installation / Activation Fees
Acanac no fees
Rogers $14.95 activation

Modem
Acanac $49.95 refundable
Rogers $99.95

You can try Acanac because of the 30 day money back guarantee
and get refunded if you decide to cancel within the first 30 days.
Please read User Agreement http://acanac.ca/User-Agreement.html.

Imelda O. Suzara
Acanac Rep

:confused:hi guys,

Please tell me on simple thing

I am on robers-ultralite and they just reduced my download limit from 60gb to 2 gb( yes i had 60gb on my ultralite before),which they wont reverse.
I dont not downlaod a great deal but yes it jumps to more than 2 GB now & then and dont watch movies either.
Is it worth the switchover to Acanac for the speed and download limit

[thisislalala]

looking at Acanac's website..naked DSL is $8 extra per month
and residential VOIP is $10...just $2 extra..

if getting the residential VOIP + DSL... do anyone know if I can skip the $8 naked DSL charge?

thanks.:-0

[terrencel]

Imelda,

I have a router at that address 192.168.1.1.
How do I access the modem?

Terry

Here is Acanac's speed test online
http://www.acanac.ca/speedtest/

Also, go to http://192.168.1.1
use 'admin', 'admin', click on Status,
Modem Status.

[Imelda_Acanac]

You can pm me your address and I can have it checked
for internet service availability. Or call 1 866 281 3538 x1
Sales and give your address.

Imelda O. Suzara
Acanac Rep

I would surely jump on this if my area has DSL. It's funny though that people a couple streets down has DSL and I don't. Whats up with that?

[Imelda_Acanac]

Detach the router and connect the modem directly
to your computer then then test it at http://192.168.1.1 .

Imelda O. Suzara
Acanac Rep

Imelda,

I have a router at that address 192.168.1.1.
How do I access the modem?

Terry

[Imelda_Acanac]

Acanac DSL needs either an active phone (wet loop) or
no dial tone (dry loop) to work. VOIP can work with
DSL, cable or dial-up internet. So if you want both
Acanac DSL and VOIP, you will need at least a dry loop
or an active phone line.

Imelda O. Suzara
Acanac Rep

looking at Acanac's website..naked DSL is $8 extra per month
and residential VOIP is $10...just $2 extra..

if getting the residential VOIP + DSL... do anyone know if I can skip the $8 naked DSL charge?

thanks.:-0

[Imelda_Acanac]

You only need to put the modem in Bridge mode if you
are using certain extra routers connected to the modem router
of Acanac. Go to http://192.168.1.1 , use 'admin', 'admin',
Setup, WAN Setup, Connection 0, check what type of connection.
Most use PPP with only the modem router of Acanac.
Your username@acanac.net and password entered.
Your speed test shows Canaca.com so that's correct.

Imelda O. Suzara
Acanac Rep

Got my dry loop set up. Just finished struggling with configuring the bridge mode. It turned out I did everything right, it just refused to work until I restarted the computer :o

This is the speed I'm getting. Is it good/bad/average?

http://www.speedtest.net/result/457118332.png (http://www.speedtest.net)

Also, how do you log in to your user account? I tried my user ID and password, with and without the "@acanac.net" part, but it keeps giving me "login failed, please try again!"

Thanks.

[xarekusu]

will it still be 18.95 tax in after 1st year?

[vint]

When is it going to be available in Maple, ON? I tried to order but got "we can't offer it there" type of reply from customer service.

Bell site gives me maximum of 2Mb. I don't like Rogers 60GB cap! Just wondering what pushes the providers to expand their services further.

[Imelda_Acanac]

On the second year, if you remain on the prepaid yearly term,
it is $33.95 month x 12 = $407.40. But there are also shorter terms
monthly, 3 months, and 6 months. All prices include taxes.
Please read http://acanac.ca/DSL-Terms.htm.

Imelda O. Suzara
Acanac Rep


will it still be 18.95 tax in after 1st year?

[Totoriko]

Hi Imelda,

if I refer someone, how do I get credited for the free month? Is my credit card refunded with the amount?

I ordered the service last Friday, any chance I can get connected by this weekend?

Thanks

[Imelda_Acanac]

Some have speeds up to 5Mb. If you pm me your name
and address, I can double-check to see.

Imelda O. Suzara
Acanac Rep

When is it going to be available in Maple, ON? I tried to order but got "we can't offer it there" type of reply from customer service.

Bell site gives me maximum of 2Mb. I don't like Rogers 60GB cap! Just wondering what pushes the providers to expand their services further.

[Imelda_Acanac]

For each new referral customer who remains with Acanac
for 30 days, a current customer gets credit of one free month
added to renewal date. Tell them to email billing@acanac.com
your name after the first 30 days so you can get credited.

From sign up online, it takes 24 to 48 hours to get an invoice
by email to show that your order was processed, then 5 to 7
business days for activation, or up to 9 with dry loop.

If you pm me your name and number, I can check your
activation date and pm you.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

if I refer someone, how do I get credited for the free month? Is my credit card refunded with the amount?

I ordered the service last Friday, any chance I can get connected by this weekend?

Thanks

[Totoriko]

I've PMed you my details. Thanks

For each new referral customer who remains with Acanac
for 30 days, a current customer gets credit of one free month
added to renewal date. Tell them to email billing@acanac.com
your name after the first 30 days so you can get credited.

From sign up online, it takes 24 to 48 hours to get an invoice
by email to show that your order was processed, then 5 to 7
business days for activation, or up to 9 with dry loop.

If you pm me your name and number, I can check your
activation date and pm you.

Imelda O. Suzara
Acanac Rep

[Totoriko]

Hi Imelda,

I have replied to your PM. There must be a mistake because my line has been active since Saturday. Can you please request that they check again as this is probably delaying my activation date?

Thanks


For each new referral customer who remains with Acanac
for 30 days, a current customer gets credit of one free month
added to renewal date. Tell them to email billing@acanac.com
your name after the first 30 days so you can get credited.

From sign up online, it takes 24 to 48 hours to get an invoice
by email to show that your order was processed, then 5 to 7
business days for activation, or up to 9 with dry loop.

If you pm me your name and number, I can check your
activation date and pm you.

Imelda O. Suzara
Acanac Rep

[migxp]

Hi Imelda,
I was wondering, is there any moving fees if I order my internet at one address and then, a few months later, move to another address ?

[RastaManMax]

Hi Imelda, my speedtest results are still relatively consistent. I checked the router settings and i'm only set up for 3MB instead of 5MB. Please advise on how i can change this or if you have to do it from your end to get my speeds up to 5MB.

Thanks,

LEMAR

EDIT: Looks like you guys sorted it out. Speeds are more in line with 5MB now. Thanks!

http://www.speedtest.net/result/459188143.png (http://www.speedtest.net)

[Anirudthan]

My aunt just got this service and she is getting horrible speed of abt 448kbps.
The bell technician came in and said it is an internal wiring problem and asking $100 to fix it. He says from the outside it is equipped to run 5Mbps

Does anybody know of a Phone contractor/wiring person that will come by and fix the problem in Maple,Ontario for a cheaper rate.

Just to let you know Acanac for me is so far great. I am a customer since 3 months ago very consistent am getting speed of 5.8Mbps in Woodbridge, Ontario.

[Imelda_Acanac]

I pm you as well regarding the activation date.
We had to resubmit twice because of the line
installation delay.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

I have replied to your PM. There must be a mistake because my line has been active since Saturday. Can you please request that they check again as this is probably delaying my activation date?

Thanks

[Imelda_Acanac]

I sent you a pm with your speeds which are now
above the average. However, if the connection is
unstable, please inform us.

Imelda O. Suzara
Acanac Rep

Hi Imelda, my speedtest results are still relatively consistent. I checked the router settings and i'm only set up for 3MB instead of 5MB. Please advise on how i can change this or if you have to do it from your end to get my speeds up to 5MB.

Thanks,

LEMAR

EDIT: Looks like you guys sorted it out. Speeds are more in line with 5MB now. Thanks!

http://www.speedtest.net/result/459188143.png (http://www.speedtest.net)

[Imelda_Acanac]

There is no fee for the first move but subsequent
moves are $25 per transfer. Email moving@acanac.com
about 2 weeks before you move with the new address
and phone number.

Imelda O. Suzara
Acanac Rep

Hi Imelda,
I was wondering, is there any moving fees if I order my internet at one address and then, a few months later, move to another address ?

[splinter]

Sorry for the repost, didn't see this thread.

Imelda_Acanac:

Hi, a couple questions.

When is the 18.95 $ deal ending? I was planning on switching to acanac in june (thats when my one year with bell quality service ends, thank god).

I only have a dry-loop, so what i have to do is call bell next month and tell them that i'm switching providers so they don't disconnect the phone line right?

the 8$/month for the dry-loop is a monthly cost or is it included in the up-front pay?

Thank you!

[spong]

My term from Acanac is going to expire in June; and their technical support department made me feel like switching to another ISP with 24/7 support more than ever.

During the Saturday storm, my phone (Bell) and DSP went dead at the same time. My phone recovered after about 10 minutes; but the DSP remained off (no DSL light at all). So I called their support line and found that the technical support department opened only between Monday to Friday. Any emergency should be reported via email (ridiculous support #1: You supposed to have email when your DSL is offline). I managed to file an email at my condo's library room (There are 2 computers for community use). The first response I got was asking me whether it could be waited until Monday (ridiculous support #2: promised 24/7 emergency support but asking me to call back on Monday. So what is considered as emergency? The DSL modem on fire???). I managed to reopen the ticket and finally received another email on Sunday morning telling me that they opened a Bell ticket to have that checked out. By Sunday evening at 7, the service was restored.

[Imelda_Acanac]

Acanac promotional discounted deal is only for
the first year for new customers. It has been
on for a few years now. Put "Redflag 3344"
in the Comments box when you sign up online.

As for switching from Bell to Acanac,
please read this previous posting
http://www.redflagdeals.com/forums/showthread.php?p=8552957#post8552957

Imelda O. Suzara
Acanac Rep

Sorry for the repost, didn't see this thread.

Imelda_Acanac:

Hi, a couple questions.

When is the 18.95 $ deal ending? I was planning on switching to acanac in june (thats when my one year with bell quality service ends, thank god).

I only have a dry-loop, so what i have to do is call bell next month and tell them that i'm switching providers so they don't disconnect the phone line right?

the 8$/month for the dry-loop is a monthly cost or is it included in the up-front pay?

Thank you!

[runeash]

What is different without using the rfd promotion code versus the regualr one list one the acanac website Special-1221"

Acanac promotional discounted deal is only for
the first year for new customers. It has been
on for a few years now. Put "Redflag 3344"
in the Comments box when you sign up online.

As for switching from Bell to Acanac,
please read this previous posting
http://www.redflagdeals.com/forums/showthread.php?p=8552957#post8552957

Imelda O. Suzara
Acanac Rep

[Imelda_Acanac]

The special code for Redflagdeals is mainly for tracking
purposes for Acanac management to know who signed up
from this forum. The price discount is the same.
Redflagdeals "Redflag 3344" http://www.acanac.ca/redflag-promo.htm
Website promo "Special 1221" http://www.acanac.ca/more-info.htm

Imelda O. Suzara
Acanac Rep

What is different without using the rfd promotion code versus the regualr one list one the acanac website Special-1221"

[Madwand]

My term from Acanac is going to expire in June; and their technical support department made me feel like switching to another ISP with 24/7 support more than ever.

During the Saturday storm, my phone (Bell) and DSP went dead at the same time. My phone recovered after about 10 minutes; but the DSP remained off (no DSL light at all). So I called their support line and found that the technical support department opened only between Monday to Friday. Any emergency should be reported via email (ridiculous support #1: You supposed to have email when your DSL is offline). I managed to file an email at my condo's library room (There are 2 computers for community use). The first response I got was asking me whether it could be waited until Monday (ridiculous support #2: promised 24/7 emergency support but asking me to call back on Monday. So what is considered as emergency? The DSL modem on fire???). I managed to reopen the ticket and finally received another email on Sunday morning telling me that they opened a Bell ticket to have that checked out. By Sunday evening at 7, the service was restored.

So your service was restored in about 24 hours. Actually, I think that's quite good eventhough you had to use email.

[stevezed]

I’ve been using Acanac for a week now, and have been getting some pretty terrible speeds. My peak was 2.7Mbps on Saturday, however since then I have yet to go over 1.4Mbps; and am probably averaging close to 500kbps.
Worst of all, whenever I call in customer support, there advice is to disconnect the modem, and plug it back in. Problem is that I’m running VOIP through Acanac, so whenever I disconnect the modem, I have to call the support line back and wait another 30 mins for my call to be answered!!! My 30 day period is almost up, and I’m seriously considering switching to Rogers/Bell and paying their much larger rates.

[Totoriko]

Here's my experience so far with my order:

- I ordered a new phone line from Bell on 14th April.

- I ordered Acanac DSL service on 17th April.

- Phone line was activated and working by Bell on 18th April.

- On 20th April, Acanac does a test on my line but doesn't activate my DSL because they say my phone line isn't active. (How is that possible when I've been making/receiving calls since the 18th?)

- I pm Imelda and she tells me that my activation has been pushed to the 30th April because they had to resubmit on April 24th.

So I have now lost 2 weeks in subscription, that's about half a month.

I don't understand why they can't resubmit a check to get my line activated right away. Clearly Acanac or Bell has messed up somewhere.

Will update when I'm online

[tomtomtom]

- On 20th April, Acanac does a test on my line but doesn't activate my DSL because they say my phone line isn't active. (How is that possible when I've been making/receiving calls since the 18th?)



Phone line and DSL signal are two different parts. They are not complimentary to each other, meaning having a dial tone equals having a DSL signal, vica versa.

[Totoriko]

Phone line and DSL signal are two different parts. They are not complimentary to each other, meaning having a dial tone equals having a DSL signal, vica versa.

So a DSL signal isn't activated when a phone line is?

I was told by Acanac: Please inform us when your phone line is active

[chrisanthony14]

i would only get acanac when they offer usenet services...

[spong]

So your service was restored in about 24 hours. Actually, I think that's quite good eventhough you had to use email.

Not really complaining the resolution time. However, it is not normal to ask people to submit email on network outage and asking them to call back when promising 24/7 outage support.

Since velcom.ca promise 24/7 phone support and only 29.99 a month (as compare to $34.99 per month for Acanac if signing for a year and $39.99 month-to-month), I think I am going to switch

[tomtomtom]

So a DSL signal isn't activated when a phone line is?

I was told by Acanac: Please inform us when your phone line is active

Do you expect every house that has a phone line has a DSL signal up and running?;)

Contact Acanac when phone line is active because this will prevent you from subscribing a dryloop DSL (DSL only, no phone line), thus extra charge/month.

[fredsmith]

i would only get acanac when they offer usenet services...

Why? It isn't as if Bell gives you full sement for their big $$$

[fredsmith]

Not really complaining the resolution time. However, it is not normal to ask people to submit email on network outage and asking them to call back when promising 24/7 outage support.

Since velcom.ca promise 24/7 phone support and only 29.99 a month (as compare to $34.99 per month for Acanac if signing for a year and $39.99 month-to-month), I think I am going to switch
Note that Acanac's rates include taxes and Vencom does not. So your 29.99 is really $34.01 if you are in Ontario. Then again, I love that user name, but you misspelled it . . . probably should have been 'sponge'.

Bye.

[fredsmith]

Here's my experience so far with my order:

- I ordered a new phone line from Bell on 14th April.

- I ordered Acanac DSL service on 17th April.

- Phone line was activated and working by Bell on 18th April.

- On 20th April, Acanac does a test on my line but doesn't activate my DSL because they say my phone line isn't active. (How is that possible when I've been making/receiving calls since the 18th?)

- I pm Imelda and she tells me that my activation has been pushed to the 30th April because they had to resubmit on April 24th.

So I have now lost 2 weeks in subscription, that's about half a month.

I don't understand why they can't resubmit a check to get my line activated right away. Clearly Acanac or Bell has messed up somewhere.

Will update when I'm online

That would be because Bell didn't update their partner database . . . if you have to blame someone, blame Bell.

As to losing time, I'm certain that they have or will reset your start date, though might need to request it.

[Totoriko]

Do you expect every house that has a phone line has a DSL signal up and running?;)

Contact Acanac when phone line is active because this will prevent you from subscribing a dryloop DSL (DSL only, no phone line), thus extra charge/month.

God, can this country be anymore backward compared to Europe?
Anyway, thanks for the info

[Totoriko]

That would be because Bell didn't update their partner database . . . if you have to blame someone, blame Bell.

As to losing time, I'm certain that they have or will reset your start date, though might need to request it.

I've called Acanac and they will contact their Bell rep to sort things out, fingers crossed. Yeah I will have to request that my start date gets updated in terms of billing.

In the UK, I thought BT was bad but it seems there's worse out there ;)

[Imelda_Acanac]

I checked your account and your order was processed
by April 18 according to Billing. It takes 5 to 7 business
days, not including weekends, to activate an order,
so April 28 would be the 7th day. However, according to
notes, we tried submitting April 21 but supposedly Bell
had not activated the line so we resubmitted April 24.
You said your phone was active from April 18 but
that was not told to us by Bell. Anyway, Acanac
can reset your renewal date a year from the activation
date instead of the order date, if necessary due to delays.
We requested Bell to activate DSL earlier than the 30th if possible.

Thank you for your patience and understanding.

Imelda O. Suzara
Acanac Rep

Here's my experience so far with my order:

- I ordered a new phone line from Bell on 14th April.

- I ordered Acanac DSL service on 17th April.

- Phone line was activated and working by Bell on 18th April.

- On 20th April, Acanac does a test on my line but doesn't activate my DSL because they say my phone line isn't active. (How is that possible when I've been making/receiving calls since the 18th?)

- I pm Imelda and she tells me that my activation has been pushed to the 30th April because they had to resubmit on April 24th.

So I have now lost 2 weeks in subscription, that's about half a month.

I don't understand why they can't resubmit a check to get my line activated right away. Clearly Acanac or Bell has messed up somewhere.

Will update when I'm online

[Totoriko]

I checked your account and your order was processed
by April 18 according to Billing. It takes 5 to 7 business
days, not including weekends, to activate an order,
so April 28 would be the 7th day. However, according to
notes, we tried submitting April 21 but supposedly Bell
had not activated the line so we resubmitted April 24.
You said your phone was active from April 18 but
that was not told to us by Bell. Anyway, Acanac
can reset your renewal date a year from the activation
date instead of the order date, if necessary due to delays.
We requested Bell to activate DSL earlier than the 30th if possible.

Thank you for your patience and understanding.

Imelda O. Suzara
Acanac Rep

Thanks Imelda. I appreciate the help.

[Imelda_Acanac]

You can pm me your name and number so I can
check to see what can be done to improve your speeds.

Imelda O. Suzara
Acanac Rep

I’ve been using Acanac for a week now, and have been getting some pretty terrible speeds. My peak was 2.7Mbps on Saturday, however since then I have yet to go over 1.4Mbps; and am probably averaging close to 500kbps.
Worst of all, whenever I call in customer support, there advice is to disconnect the modem, and plug it back in. Problem is that I’m running VOIP through Acanac, so whenever I disconnect the modem, I have to call the support line back and wait another 30 mins for my call to be answered!!! My 30 day period is almost up, and I’m seriously considering switching to Rogers/Bell and paying their much larger rates.

[antman59]

Would never go to Acanac. I was speaking with a guy that used to work for them when they only did web hosting. They were scammers. The 30 day grace was bull, the only way to get your money back was to contact you CC company. They would not cancel when you canceled, they would still bill you. Like now they would renew and bill you at a myuch higher rate.

This was a couple years back but I would deffinately keep my distance after hearing this.

[squinty]

Ok, so i might bite on the Business High Speed ADSL Special Ad Promo and was told i could buy my own dsl modem. I read through some posts but the thread's too long...

Anyone know where i can get a dsl modem (that has multi ports and wireless) for a decent price?

I also want some pointers to make sure i'm buying the right kind of modem that will be compatible with Acanac.

thanks!

[Imelda_Acanac]

Acanac has a User Agreement which details the
service and terms. There is a 30 day money back
guarantee where customers who cancel do get
a refund after they request it by email within the first
30 days. The auto renewal will renew customers
on the second year at the same term but at the regular
discounted prices for that term: one year, 6 months,
3 months or monthly. A customer should cancel by
email before the end of the first year if they do not want
to renew or if they want to switch to length of term.
Please read http://www.acanac.ca/User-Agreement.html .

Imelda O. Suzara
Acanac Rep


Would never go to Acanac. I was speaking with a guy that used to work for them when they only did web hosting. They were scammers. The 30 day grace was bull, the only way to get your money back was to contact you CC company. They would not cancel when you canceled, they would still bill you. Like now they would renew and bill you at a myuch higher rate.

This was a couple years back but I would deffinately keep my distance after hearing this.

[Imelda_Acanac]

Here is the link to Acanac's Community forum where customers
post their suggestions, complaints, etc.
http://community.acanac.com/acanac/viewforum.php?f=9&st=0&sk=t&sd=d&start=0
Maybe ask a retailer to recommend a modem router
that is comparable to the ones Acanac sells and supports
-- Lynx 210 and Aztech600EU and would work with
a multiport wireless router. I use Acanac's Lynx210 modem
with Airport Express router.

Imelda O. Suzara
Acanac Rep

Ok, so i might bite on the Business High Speed ADSL Special Ad Promo and was told i could buy my own dsl modem. I read through some posts but the thread's too long...

Anyone know where i can get a dsl modem (that has multi ports and wireless) for a decent price?

I also want some pointers to make sure i'm buying the right kind of modem that will be compatible with Acanac.

thanks!

[Amadaeus]

To all,

I've followed this thread, as well as others on DSL reports, for quite a while now. When I signed up for Acanac last month, I was prepared for an uphill customer service battle in exchange for cheap rates.

At 1600hrs today, I sent my request to exercise my 30-day money back guarantee.

I will provide a full account of my experiences after my credit card has been refunded.

[Pr0metheus]

To all,

I've followed this thread, as well as others on DSL reports, for quite a while now. When I signed up for Acanac last month, I was prepared for an uphill customer service battle in exchange for cheap rates.

At 1600hrs today, I sent my request to exercise my 30-day money back guarantee.

I will provide a full account of my experiences after my credit card has been refunded.

What happened?

[Tendon]

It mainly seems like people having problems with Acanac are posting in here (on the few previous pages anyways). It makes sense though, since people who are satisfied with the service generally would not read this thread. So I am here to rant/rave about them.

I have not had to use customer service, so perhaps my point of view has not been tainted. So far, I have had excellent speed (around 5 megs actual as my modem lists 6 meg/.8 meg despite being on the residential plan) since September 2008. There have been a few short outages, but I'll take a couple of hours of no internet over 8 months for 1/3 the price (granted, it is a 1 year promotional rate) with extras you will never see at Bell/Rogers.

So maybe they have some poor customer service. As I stated, I have not had to deal with them. BUT... they do have a community forum on their website with some very helpful people (that do not work for Acanac) and they are also quite knowledgeable. I had some problems with my setup when switching from cable to dsl and they were more than willing to provide me with technical support. You also get one of the owners responding to posts on the forums. One thread that stood out for me on their forums was a user complaining about one of Acanac's operators being abusive towards them. One of the owners checked into the allegations (I believe they record their calls) and fired this operator for their conduct. What more can you ask for? Oh... you want 100% uptime, perfect speeds and perfect customer service that fixes all your problems with the wave of their magic DSL wand immediately. Well, that can be a little difficult when Acanac must go through Bell for service calls and other items like that... especially when Bell is a competitor (and in my opinion... jerks). On top of that, it would appear that an Acanac representative comes to this thread to actually sort out problems for you. Would you see any large ISP's doing that?? Nope... because they don't care once you are locked into your contract (obviously that is just my opinion...)

I currently have nothing bad to say about Acanac. So I would say to the poster (#1221) that figures you should stay away from Acanac because of what happened a couple of years ago... I say Bah Humbug to you. Perhaps the much higher rate after one year was due to a promotional rate for that period and I believe the website/forums indicate that you would be automatically renewed unless you cancelled ahead of time. Perhaps they were horrible and scammed people a couple years ago. I really don't know. What I do know is that I am getting an excellent internet connection that has been up probably 99.9% of the time (I didn't do the math), unlimited downloads (not that I need it), 100 gigs of online storage space and a very helpful community at an excellent price.

As for billing issues etc... who here hasn't had a problem with billing related to a larger company?? I've had multiple issues with Bell with regards to billing and changes of service. They are not immune to billing problems because you pay them an arm and a leg for their service. The way some people react to billing issues with Acanac makes me think they believe Bell would immediately resolve any problem you had without waiting 30 mins for one of their reps to answer the phone and not having to call Bell back multiple times to resolve the same issue (with a similar wait for each). I used to make monthly calls to Bell to fix the same issues and would receive assurances each month that the change was made. And you know what... eventually, they did make the changes. It only took about 4 months. Way better than Acanac in every way (someday I am going to invent sarcastic font... don't steal the idea or at least give me credit for it).

So I would say if you are in range for a good DSL connection, then go for Acanac. How do you know if you are in range? http://www.telcodata.us/telcodata/telco and input your phone's area code in the first box and the next 3 digits of your phone number in the second box. Once the search is complete, there will be a link in the "Misc" box that says "Detailed Switch Info". It should display a google map as to where the CO is. Or input your city to display all of the CO's. http://www.telcodata.us/telcodata/city?city=toronto&state=ON&search=Search
How does the distance affect you... http://www.dslreports.com/faq/4676

Rant/Rave over

This was not a paid advertisement. However, if Acanac wanted to hand out some free months, I would not be complaining :cheesygri

[tomtomtom]

@Tendon

Relax. Why is up with all this ranting? In all honesty, people have the right to say whatever they want.

I do agree. People are more likely to tell their bad experience over their good ones.
The fact is, with that many people bashing and complaining, there got to be reasons. (When there is SMOKE, there will be fire)

Good reputation comes from word of mouth and not having a PR dude constantly come out regurgitating their refund policy, explaining causes of problems and give comparison against competition. One time FAQ, I am fine with that.

You get good services, good for you. The site you provide to give CO distance to ur house is irrelevant cause Bell often put out Fiber optic extension (my term is wrong - is called ADSL loop extender) to extend service area. Hadn't I use the link on the map, I would be getting <500Kb (half a megabits) down.

[Tendon]

@Tendon

Relax. Why is up with all this ranting? In all honesty, people have the right to say whatever they want.

I do agree. People are more likely to tell their bad experience over their good ones.
The fact is, with that many people bashing and complaining, there got to be reasons. (When there is wind, there will be fire)

Good reputation comes from word of mouth and not having a PR dude constantly come out regurgitating their refund policy, explaining causes of problems and give comparison against competition. One time FAQ, I am fine with that.

You get good services, good for you. The site you provide to give CO distance to ur house is irrelevant cause Bell often put out Fiber optic extension to extend service area. Hadn't I use the link on the map, I would be getting <500Kb down.

I didn't realize I was getting all worked up about it. I didn't write the post in an agitated frame of mind or out of anger towards people posting their experiences. I stated that the last few pages have been negative, so I used my rights to say whatever I wanted. Turns out my post looks huge!! What a rave!! And I believe you meant to say, where there is smoke...

Yes, people do bash for a reason. People also praise for a reason. So that word of mouth you are talking about... that was my previous post. Unless you think I am in PR for them regurgitating info. Maybe you are in PR for Bell... :-0

I do get good service and good for me... I am quite happy. The link I provided shows the location of the CO for the purposes of getting DSL (and the distance to the CO is not straightline from your house). And if you used DSL, then you would have <500kb down. Fiber optics is a completely different beast and thus, you probably have a pretty sweet connection despite being outside of the DSL range. I included those links for those that wanted to consider DSL as an option and currently have cable. Or perhaps they are using DSL but wonder why they have a slow connection. It provides a guideline as to whether you would have a great, good or poor connection using phone lines for your DSL connection.

So I still say that one should get Acanac if they are in range of having a decent DSL connection. Otherwise, cable or fiber is the alternative.

[tomtomtom]

^

1. it is smoke, Thanks for correcting!

2. The whole PR thing wasn't even aiming at you.

3. my 500 kb (means kilobits, half a megabit, not 500 kilobyte).

4. The whole Fiber optics (think technically call a ADSL Loop extender), so subscriber away from CO can get decent speed.

[Imelda_Acanac]

The maximum distance allowed between a Bell central office
and a customer location is 6km (= 19 685.0394 feet)
for DSL internet service.
Looking up the CO that serves your location is useful
http://www.telcodata.us/telcodata/telco
by typing in your phone area code and next 3 numbers,
then finding the distance between using Google maps
from CO and your location to see kms apart
http://maps.google.ca/ with 'Get Directions',
type in your address and CO address for your phone.
Bell and ISPs use calculations that are less than
those of Google, which calculates distances based on roads.
The closer the distance, the faster the speeds.
Usually, ISPs and Bell try to put the customer
to the closest CO for the area to get the best speed
possible. 1.5Km and less should get the speed
advertised such as 5M residential; any more distance than
that and the speeds get slower than advertised.

Imelda O. Suzara
Acanac Rep

It mainly seems like people having problems with Acanac are posting in here (on the few previous pages anyways). It makes sense though, since people who are satisfied with the service generally would not read this thread. So I am here to rant/rave about them.

I have not had to use customer service, so perhaps my point of view has not been tainted. So far, I have had excellent speed (around 5 megs actual as my modem lists 6 meg/.8 meg despite being on the residential plan) since September 2008. There have been a few short outages, but I'll take a couple of hours of no internet over 8 months for 1/3 the price (granted, it is a 1 year promotional rate) with extras you will never see at Bell/Rogers.

So maybe they have some poor customer service. As I stated, I have not had to deal with them. BUT... they do have a community forum on their website with some very helpful people (that do not work for Acanac) and they are also quite knowledgeable. I had some problems with my setup when switching from cable to dsl and they were more than willing to provide me with technical support. You also get one of the owners responding to posts on the forums. One thread that stood out for me on their forums was a user complaining about one of Acanac's operators being abusive towards them. One of the owners checked into the allegations (I believe they record their calls) and fired this operator for their conduct. What more can you ask for? Oh... you want 100% uptime, perfect speeds and perfect customer service that fixes all your problems with the wave of their magic DSL wand immediately. Well, that can be a little difficult when Acanac must go through Bell for service calls and other items like that... especially when Bell is a competitor (and in my opinion... jerks). On top of that, it would appear that an Acanac representative comes to this thread to actually sort out problems for you. Would you see any large ISP's doing that?? Nope... because they don't care once you are locked into your contract (obviously that is just my opinion...)

I currently have nothing bad to say about Acanac. So I would say to the poster (#1221) that figures you should stay away from Acanac because of what happened a couple of years ago... I say Bah Humbug to you. Perhaps the much higher rate after one year was due to a promotional rate for that period and I believe the website/forums indicate that you would be automatically renewed unless you cancelled ahead of time. Perhaps they were horrible and scammed people a couple years ago. I really don't know. What I do know is that I am getting an excellent internet connection that has been up probably 99.9% of the time (I didn't do the math), unlimited downloads (not that I need it), 100 gigs of online storage space and a very helpful community at an excellent price.

As for billing issues etc... who here hasn't had a problem with billing related to a larger company?? I've had multiple issues with Bell with regards to billing and changes of service. They are not immune to billing problems because you pay them an arm and a leg for their service. The way some people react to billing issues with Acanac makes me think they believe Bell would immediately resolve any problem you had without waiting 30 mins for one of their reps to answer the phone and not having to call Bell back multiple times to resolve the same issue (with a similar wait for each). I used to make monthly calls to Bell to fix the same issues and would receive assurances each month that the change was made. And you know what... eventually, they did make the changes. It only took about 4 months. Way better than Acanac in every way (someday I am going to invent sarcastic font... don't steal the idea or at least give me credit for it).

So I would say if you are in range for a good DSL connection, then go for Acanac. How do you know if you are in range? http://www.telcodata.us/telcodata/telco and input your phone's area code in the first box and the next 3 digits of your phone number in the second box. Once the search is complete, there will be a link in the "Misc" box that says "Detailed Switch Info". It should display a google map as to where the CO is. Or input your city to display all of the CO's. http://www.telcodata.us/telcodata/city?city=toronto&state=ON&search=Search
How does the distance affect you... http://www.dslreports.com/faq/4676

Rant/Rave over

This was not a paid advertisement. However, if Acanac wanted to hand out some free months, I would not be complaining :cheesygri

[LNahid2000]

For the last year I've loved Acanac and recommended it to a bunch of friends but now that I want to cancel, I've learned that they're more of a pain to cancel than AOL was. Here is my email transcript over the last few weeks.

Me: Hi, I didn't ask for my internet service to be renewed for 12 months so I'm not sure why it was renewed. I am still unsure whether I want to continue with
Acanac.

Acanac: Would you please let us know the reason of cancellation?
If there is any technical problem, we will investigate and do our best to assist you.

Me: The service is great and I've recommended Acanac to a lot of people. The only reason I'm cancelling for now is because I'd like to switch from my Primus VOIP line to a regular phone line and I'm not sure yet whether I will get a phone/internet bundle with another company or if I will continue with Acanac.

Acanac: As per the user agreement that you agreed to upon signing on with Acanac, the service will be automatically renewed unless the client sends us an e-mail stating they do not want to renew on or before the service is renewed.

Me: How was I supposed to know when the service was to be renewed? I did not get my internet until May 12th so it should not be renewed until that date. I will do a chargeback if my service is renewed without me wanting it to be renewed.

Acanac: The rate at which you have been renewed at is our regular term pricing, The first year was our promo offer. we only are able to offer this rate for the first term as we actually lose money from that promo offer. We are still the best price on the market for the service that we provide. Please take the time to shop around and if you find better in 30 day's I will refund your term less one month of service.

Me: I'd like to get this Primus bundle actually, but you cancelling my service shouldn't be contingent on me finding a better price. I should be able to cancel whenever I want.

Acanac: As per your request the account will not be renewed for another term.

I found out today from my credit card bill that Acanac has not reversed the charges on my account. After this experience, I'm not so sure I should recommend Acanac to people anymore.

[dinesh_zee]

For the last year I've loved Acanac and recommended it to a bunch of friends but now that I want to cancel, I've learned that they're more of a pain to cancel than AOL was. Here is my email transcript over the last few weeks.

Me: Hi, I didn't ask for my internet service to be renewed for 12 months so I'm not sure why it was renewed. I am still unsure whether I want to continue with
Acanac.

Acanac: Would you please let us know the reason of cancellation?
If there is any technical problem, we will investigate and do our best to assist you.

Me: The service is great and I've recommended Acanac to a lot of people. The only reason I'm cancelling for now is because I'd like to switch from my Primus VOIP line to a regular phone line and I'm not sure yet whether I will get a phone/internet bundle with another company or if I will continue with Acanac.

Acanac: As per the user agreement that you agreed to upon signing on with Acanac, the service will be automatically renewed unless the client sends us an e-mail stating they do not want to renew on or before the service is renewed.

Me: How was I supposed to know when the service was to be renewed? I did not get my internet until May 12th so it should not be renewed until that date. I will do a chargeback if my service is renewed without me wanting it to be renewed.

Acanac: The rate at which you have been renewed at is our regular term pricing, The first year was our promo offer. we only are able to offer this rate for the first term as we actually lose money from that promo offer. We are still the best price on the market for the service that we provide. Please take the time to shop around and if you find better in 30 day's I will refund your term less one month of service.

Me: I'd like to get this Primus bundle actually, but you cancelling my service shouldn't be contingent on me finding a better price. I should be able to cancel whenever I want.

Acanac: As per your request the account will not be renewed for another term.

I found out today from my credit card bill that Acanac has not reversed the charges on my account. After this experience, I'm not so sure I should recommend Acanac to people anymore.

ha ha... same old story... but it's true.

[tomtomtom]

@LNahid2000

Where is your free month for each new sign-ups you referred?

[LNahid2000]

@LNahid2000

Where is your free month for each new sign-ups you referred?
I didn't exactly refer people, just mentioned it in passing when people have asked me about what ISP's are good. I didn't even know you got a free month when you referred people.

[Germack]

I got hit by the 1 year auto renewal too. Not that I wanted to cancel my service but this is just bad business practice. It made me so angry that I am now considering switching to a new ISP. Please do yourself a favor Acanac and stop this practice. In the long term this is going to cost you a lot of customers.

[stevezed]

The maximum distance allowed between a Bell central office
and a customer location is 6km (= 19 685.0394 feet)
for DSL internet service.
Looking up the CO that serves your location is useful
http://www.telcodata.us/telcodata/telco
by typing in your phone area code and next 3 numbers,
then finding the distance between using Google maps
from CO and your location to see kms apart
http://maps.google.ca/ with 'Get Directions',
type in your address and CO address for your phone.
Bell and ISPs use calculations that are less than
those of Google, which calculates distances based on roads.
The closer the distance, the faster the speeds.
Usually, ISPs and Bell try to put the customer
to the closest CO for the area to get the best speed
possible. 1.5Km and less should get the speed
advertised such as 5M residential; any more distance than
that and the speeds get slower than advertised.

Imelda O. Suzara
Acanac Rep


I use your VOIP service, so i cannot do it this way. Is there a better way?

[sw9]

I've been with them for more than a year now, and outside the few unstable periods in the first half year, it's been a smooth ride for me. Not much different from my Bell experience, except that I'm making a good use of the online storage and torrent speed cap workaround. I do think the automatic 1 year renewal is a bad idea though. You probably want to remind people of that more clearly.

[13sundin]

anyone in the south markham area using this? hows the connection?

i might switch over to Acanac from Rogers, what what kinda promo could i get?

[Amadaeus]

An update:

Since I have decided to cancel, I have contacted Acanac TWICE to exercise my 30-day money back guarantee. When I called to cancel, I was given an automated voice reponse to use the email form on the website. I have received no response from the requests I made through the official webforms on the website.

Even better, it looks like they're trying to get me in contact with their Technical Support to "resolve this situation". I've made it clear that I wish to cancel. This is starting to look like a stall tactic so the 30-day period would lapse.

I have provided a deadline for Acanac to officially respond positively to my cancellation request, and if they fail to contact me before the deadline, I will begin chargeback processing with my credit card company as I fear that their stalling technique will cause the 30 day period to lapse, hence they would have an excuse not to return my money.

More updates to follow.

[fredsmith]

For the last year I've loved Acanac and recommended it to a bunch of friends but now that I want to cancel, I've learned that they're more of a pain to cancel than AOL was. Here is my email transcript over the last few weeks.

Me: Hi, I didn't ask for my internet service to be renewed for 12 months so I'm not sure why it was renewed. I am still unsure whether I want to continue with
Acanac.

Acanac: Would you please let us know the reason of cancellation?
If there is any technical problem, we will investigate and do our best to assist you.

Me: The service is great and I've recommended Acanac to a lot of people. The only reason I'm cancelling for now is because I'd like to switch from my Primus VOIP line to a regular phone line and I'm not sure yet whether I will get a phone/internet bundle with another company or if I will continue with Acanac.

Acanac: As per the user agreement that you agreed to upon signing on with Acanac, the service will be automatically renewed unless the client sends us an e-mail stating they do not want to renew on or before the service is renewed.

Me: How was I supposed to know when the service was to be renewed? I did not get my internet until May 12th so it should not be renewed until that date. I will do a chargeback if my service is renewed without me wanting it to be renewed.

Acanac: The rate at which you have been renewed at is our regular term pricing, The first year was our promo offer. we only are able to offer this rate for the first term as we actually lose money from that promo offer. We are still the best price on the market for the service that we provide. Please take the time to shop around and if you find better in 30 day's I will refund your term less one month of service.

Me: I'd like to get this Primus bundle actually, but you cancelling my service shouldn't be contingent on me finding a better price. I should be able to cancel whenever I want.

Acanac: As per your request the account will not be renewed for another term.

I found out today from my credit card bill that Acanac has not reversed the charges on my account. After this experience, I'm not so sure I should recommend Acanac to people anymore.
OK, so let's see where YOU went wrong . . .

"I didn't ask for my internet service to be renewed" . . .

Yes, you did.

It is part of the user agreement that you should have read, since you agreed to it when sgning up.

If you'd bothered to read the highlighted information on their web site you'd also know that if you refer someone you get a free month . . if you refer 10 people, you get your service for free.

As to the May 12 date . . . it may well not be the date service was available - they are not responsable for the fact that you might not have connected to them - though they ARE responsible for delays in starting service to YOU. The 'your processing date is your renewal date' issue is pretty arbitrary and is one thing I do not like about this ISP.

However if you knew you were going to leave, why would you wait for the last week to cancel, especially if you've been reading this thread?

The wording in the thread isn't as clear as I would like, because what they said was they wouldn't renew you - but they already had . . . so did the author actually realise that you'd been charged? It sort-of seems like he did - he invited you to search the market for a better rate and offered a refund - but also implied that there would be no renewal in the future . . .

Did you actually respond to the ticket to remind them they owe you the credit?

Also, you should realise that it takes time for most companies to process credits as they need manager approvals, so they do them in batches . . . give them a week or even two.

Note that a chargeback without this exchange would not necessarily be successful, because the renewal is contractual, though I believe that Acanac doesn't routinely challenge them..

There is a saying; 'Caveat Emptor', let the buyer beware.

Know what you are sigining up for BEFORE you sign on the dotted line. Acanac is an honourable company and will let you out of your commitment without penalty - try that with some of the majors and see what happens.

[fredsmith]

An update:

Since I have decided to cancel, I have contacted Acanac TWICE to exercise my 30-day money back guarantee. When I called to cancel, I was given an automated voice reponse to use the email form on the website. I have received no response from the requests I made through the official webforms on the website.

Even better, it looks like they're trying to get me in contact with their Technical Support to "resolve this situation". I've made it clear that I wish to cancel. This is starting to look like a stall tactic so the 30-day period would lapse.

I have provided a deadline for Acanac to officially respond positively to my cancellation request, and if they fail to contact me before the deadline, I will begin chargeback processing with my credit card company as I fear that their stalling technique will cause the 30 day period to lapse, hence they would have an excuse not to return my money.

More updates to follow.

They will try to get you to stay on. But if you really want to leave they will refund you.

You say you got no reply to your web form submission . . . did you not get the automated response form that says a ticket was opened?

If not, then perhaps your e-mail address was entered wrong or they couldn't get a route to your e-mail provider - or their e-mail was trapped by your spam filter? Lots of this type of problem out there . . .

You can also try sending an e-mail to billing@acanac.net

However if you can prove you started the cancellation process within the time frame (and often even even after if the reason is decent) you will get your money back . .

[fredsmith]

anyone in the south markham area using this? hows the connection?

i might switch over to Acanac from Rogers, what what kinda promo could i get?
As you can see if you scan a few of these posts, the theme is pretty repetitive . . . while sometimes there are technical issues, often people simply don't understand what it is they are signing up for because they don't read the fine print. But the deal is simple:

Their first year special is $19/month tax included, paid in advance - note the automatic renewal terms on the web site. It is the best deal on the web. Period.

But the connection IS DSL (which means data rates are lower than your cable service - unless you subscribed to 'Rogers lite') and you are subject to the limitations and coverage of Bell's DSL network - and sometimes Bell doesn't quite play fair. If you don't have a DSL modem, they will 'lend' you one for a one-time refundable fee. You get your money back if it is returned in decent physical condition and in working order at the end of your subscription - I supplied my own modem that I found on the local Craigslist. If you don't have a hard (physical) phone line in your home you will need to pay an extra $8 for what is called a 'dry loop' to carry the signal.

There is no installation charge and they offer the opportunity to cancel without penalty in the first 30 days of the initial term (which begins on the day they issue your account information). It is a loss leader to get you on board - I've been with them for a few years now.

Also note that they have a referral service that credits you a month's free extension for every customer who tells them you referred them and stays past the trial period. With 10 referrals your service is thereafter free.

I'm getting close to my referral quota, but I'm not quite there yet.

[Amadaeus]

They will try to get you to stay on. But if you really want to leave they will refund you.

You say you got no reply to your web form submission . . . did you not get the automated response form that says a ticket was opened?

If not, then perhaps your e-mail address was entered wrong or they couldn't get a route to your e-mail provider - or their e-mail was trapped by your spam filter? Lots of this type of problem out there . . .

You can also try sending an e-mail to billing@acanac.net

However if you can prove you started the cancellation process within the time frame (and often even even after if the reason is decent) you will get your money back . .

MY BAD. Turns out they were responding, but all the responses were flowing to the spam filter. Thanks for the tip man.

What I found out is disturbing. Instead of cancelling immeidately like I requested, they have a manager who will "investigate this issue" and to "Please wait, we will contact you as soon as we receive his response."

My second request for cancellation was outright closed because it was deemed a duplicate of my original request. I'm not sure how to feel about what happened to the second ticket... I've worked as a level 3 support before and so I understand how stupid duplicates can be...

Will keep all up to date regarding this situation.

[fredsmith]

MY BAD. Turns out they were responding, but all the responses were flowing to the spam filter. Thanks for the tip man.

What I found out is disturbing. Instead of cancelling immeidately like I requested, they have a manager who will "investigate this issue" and to "Please wait, we will contact you as soon as we receive his response."

My second request for cancellation was outright closed because it was deemed a duplicate of my original request. I'm not sure how to feel about what happened to the second ticket... I've worked as a level 3 support before and so I understand how stupid duplicates can be...

Will keep all up to date regarding this situation.

Just so you know, a ticket is closed because Acanac use the status as a flag to indicate whether they replied, not whether the issue is resolved.

They use the 'open/closed' feature to tell them what they need to respond to.

[Amadaeus]

MY BAD. Turns out they were responding, but all the responses were flowing to the spam filter. Thanks for the tip man.

What I found out is disturbing. Instead of cancelling immeidately like I requested, they have a manager who will "investigate this issue" and to "Please wait, we will contact you as soon as we receive his response."

My second request for cancellation was outright closed because it was deemed a duplicate of my original request. I'm not sure how to feel about what happened to the second ticket... I've worked as a level 3 support before and so I understand how stupid duplicates can be...

Will keep all up to date regarding this situation.

Addendum: My request to cancel is set to "On Hold".

Wow.

[Amadaeus]

Just so you know, a ticket is closed because Acanac use the status as a flag to indicate whether they replied, not whether the issue is resolved.

They use the 'open/closed' feature to tell them what they need to respond to.

Thanks for the info... but I find it odd. The generally accepted definition of "status" in the support context is the status of the ticket or resolution, and not necessary a status for communication purposes. In any case, this isn't made very clear by Acanac.

My original ticket is "On Hold"... so I'm not sure what this means to them if the status function is a flag for communication.

More updates to come.

[fredsmith]

Thanks for the info... but I find it odd. The generally accepted definition of "status" in the support context is the status of the ticket or resolution, and not necessary a status for communication purposes. In any case, this isn't made very clear by Acanac.

My original ticket is "On Hold"... so I'm not sure what this means to them if the status function is a flag for communication.

More updates to come.

It seems reasonable to me in terms of their requirements for action . .. 'closed' means that they've dealt with it and have nothing more to deal with unless the client reopens the issue by sending a reply.

'open' means they have to write a reply.

'hold' likely means they have work to do before responding . . .

[Imelda_Acanac]

I sent you a pm to call with your cell phone and
trouble shoot with Acanac Support to find the dry loop DSL
phone jack since there usually is only one that works for it.

Imelda O. Suzara
Acanac Rep

I use your VOIP service, so i cannot do it this way. Is there a better way?

[YoungDr3amer]

Just wanted to say the following:

I've been an Acanac user for the last 20 days, so far so good. No problems what-so-ever with the connection, customer service (still needs work), and speed. I definitely enjoy Acanac compared to my previous service provider Bell.

Have a good day!

[Trigger]

It seems reasonable to me in terms of their requirements for action . .. 'closed' means that they've dealt with it and have nothing more to deal with unless the client reopens the issue by sending a reply.

'open' means they have to write a reply.

'hold' likely means they have work to do before responding . . .

I don't understand how you're such a staunch defender of Acanac, when over a year ago you were tearing them apart.

As a note, I'm a happy member, and haven't had any issues....

But their ticketing system is odd. I run a customer support team, and there are more valuable ways of tracking whether something has been replied to other than "Open/Closed". A proper ticketing system tracks numerous things, and has various statuses as well.

Acanac is great. Not perfect... but great.

[jamewoong]

I don't understand how you're such a staunch defender of Acanac, when over a year ago you were tearing them apart.

may be he's secretly working for them? who knows?

[tomtomtom]

may be he's secretly working for them? who knows?

I am also surprise at the stuff he knows Acanac's CSR operation too:confused:

Just so you know, a ticket is closed because Acanac use the status as a flag to indicate whether they replied, not whether the issue is resolved.

They use the 'open/closed' feature to tell them what they need to respond to.

Who'd know that?

[fredsmith]

I am also surprise at the stuff he knows Acanac's CSR operation too:confused:



Who'd know that?

Who'd know that? Anyone who has had a number of open tickets with Acanac - and THAT would be me.

I've had enough open tickets with them when I was having issues (the issues were not with Acanac, by the way, but with Bell). Their method may be unconventional and there may be better ways, but I've come to understand that people run things the way THEY like to run them. You can make suggestions, but in the end, it is theirs to run as they like.

I ultimately raised my issues on Redflagdeals because it was next to impossible to get Bell to action and Acanac simply pointed the finger at Bell and Bell sat on their can and ignored everyone. I was stuck in a loop. Since my credit card had been changed, and since they had neglected to apply some referral credits they were in the wrong at the time, but I did manage to keep my account going.

That first year is a giveaway - I for one was willing to settle for less than stellar service, given the cost. The subsequent years are less advantageous, but it is certainly no different than moving - so I could go to the trouble of changing ISPs, or pay the same (for capped service) or less than I would to others for unlimited service) and NOT go to the trouble of moving. Doing nothing (once my connectivity issues were resolved) was the simpler alternative.

My account was due for renewal and that provided me with the opportunity and leverage to get something accomplished. So I went public and things were resolved.

And, if I ever fill my 10 referrals, there won't be ANY question. However that is not why I am active in these threads - they show up on my subscribed lists and so I am drawn to them and generate my replies when it is appropriate.

I spent 10 years running customer service for a high tech company and the last 10 years as a Director of Sales for International Markets, also in the world of high tech. So I know how to get past a recalcitrant CSR and I know what to expect. It doesn;t hurt that I am also an EE with a lot of experience in the world of wireless data and networking.

So I understand contracts. I understand technology. I know how to motivate people and I also know how clients like to be lazy and try to blame others' for their own mistakes.

No, I don't work for Acanac. but I have a pretty strong sense of justice and when I see half-baked complaints about non-existant issues or about issues that are the result of the complainer's actions or non-actions, I will defend the other side. If the complainer has a valid point, I will defend his.

Hey, you probably saw my missive about PR in this thread (or one of the other Acanac threads). I am not in agreement with everything they do - and Imelda is doing her best, but clearly is herself not as technical as many of the clients and can only report what the current policies are. The renewal policy is something I've complained about - so I certainly am not a company shill.

No different that Amadaeus' flame about the fact he got nothing back, yet hadn't looked in his SPAM folder . . . knowing that the initial reply is machine generated (and this is detailed on the submission form) and given that he complained he got nothing back, how could he logically blame Acanac in public without even asking why he might not have gotten the inital reply?

The reality is that OF COURSE the second filing was cancelled as a duplicate. The first was open and they were working on it. So why was he complaining?

The jist of it is that I am somewhat prolific and very bombastic. Some people might not like hearing that they are not right. I may come across as supporting Acanac, but the reality is that I support whomever I perceive is right in any given situation.

JamesWoong in particular has been one with issues and a huge chip on his shoulder.

[Imelda_Acanac]

Just to remind anyone who uses computers and modems 24/7/365
and leaves them on all the time. Rebooting a modem and
computer helps get rid of data congestion, viruses, freezing,
and is useful to do once in awhile especially when heavy traffic
congests the lines, power outages, software and hardware installations,
heavy downloading, etc.
Just power off then power on both to ensure working smooth conditions.
This is taught in all computer schools (even computer graphics
technician programs, my background)!

Read some useful info
http://www.computerguyslive.com/content/wireless/solutions/rebootmodem.html
http://www.ehow.com/how_4474504_reboot-computer-hard-drive.html

Imelda O. Suzara
Acanac Rep

[robck]

I am currently trying to cancel Acanac,

But it seems that the Customer Service, or Accounting departement, whereever you're suppose to send an email to, does not respond, as I have sent 3-4 emails over the past month asking to cancel my account, I provided them with all the necessary information as the Tech Support Person in here said to do.

I do not know what else I am suppose to do, as Cancelling over email seems a bit odd, especially without any feedback.

Anyways, just expressing my concerns for any body who's about to join Acanac.

Not that they are a bad company, the internet up time has been great. Just trying to cancel seems like next to impossible.

[volodyan]

I doubt rebooting will help to get rid of data congestion and viruses. Unless some anticongestant/disinfectant contents is accessed afterwards :-)

Just to remind anyone who uses computers and modems 24/7/365
and leaves them on all the time. Rebooting a modem and
computer helps get rid of data congestion, viruses, freezing,
and is useful to do once in awhile especially when heavy traffic
congests the lines, power outages, software and hardware installations,
heavy downloading, etc.
Just power off then power on both to ensure working smooth conditions.
This is taught in all computer schools (even computer graphics
technician programs, my background)!

Read some useful info
http://www.computerguyslive.com/content/wireless/solutions/rebootmodem.html
http://www.ehow.com/how_4474504_reboot-computer-hard-drive.html

Imelda O. Suzara
Acanac Rep

[astrotrain]

I signed up on the 23rd last week and my internet with Bell expired yesterday. I thought everything was good to go as I got the username and pass from Acanac a day after I signed up and used them for 2 days to check if their service was working which it did. Then Yesterday came when the bell service expired I lost the Acanac service as well. Called them today and they say Oh they did not input my unit number so bye bye service. The guy told me he is going to manually update the account so maybe monday to Wed??

Not great service at all. I bought my own modem so I can avoid gaps in service. Bet they already charged my CC. Right now I am leaching Internet off some unsecure neighbor just to post this message. Pissed . . . :mad:

[fredsmith]

I signed up on the 23rd last week and my internet with Bell expired yesterday. I thought everything was good to go as I got the username and pass from Acanac a day after I signed up and used them for 2 days to check if their service was working which it did. Then Yesterday came when the bell service expired I lost the Acanac service as well. Called them today and they say Oh they did not input my unit number so bye bye service. The guy told me he is going to manually update the account so maybe monday to Wed??

Not great service at all. I bought my own modem so I can avoid gaps in service. Bet they already charged my CC. Right now I am leaching Internet off some unsecure neighbor just to post this message. Pissed . . . :mad:

Huh? What does that mean 'input your unit number'?

Sounds more like Bell pulled your DSLAM profile on expiry because they probably didn't notice that there was an order from Acanac for the line.

[fredsmith]

I am currently trying to cancel Acanac,

But it seems that the Customer Service, or Accounting departement, whereever you're suppose to send an email to, does not respond, as I have sent 3-4 emails over the past month asking to cancel my account, I provided them with all the necessary information as the Tech Support Person in here said to do.

I do not know what else I am suppose to do, as Cancelling over email seems a bit odd, especially without any feedback.

Anyways, just expressing my concerns for any body who's about to join Acanac.

Not that they are a bad company, the internet up time has been great. Just trying to cancel seems like next to impossible.

Did you bother to read what I told Amadaeus a few posts back? Did you bother to read what the confirmation page you got after hitting 'submit' on the request page told you?

If you opened a ticket and didn't get an acknowledgement it is likely that you either have a weird e-mail address, entered it wrong on the ticket request or the confirmation mail is getting trapped by a SPAM filter.

Often it is the operator, not the tool that is at fault.

[Amadaeus]

Update: More stalling (shocking!), this time with less explanation:

****

Hello,

Please note in your case we need to have a permission from our supervisor and we have informed him already. We are looking forward to hear from him. We will reply/update you upon receiving an answer.

We appreciate your attention and cooperation.

Best Regards,
Acanac Inc.

[tomtomtom]

^Buck passing

[Totoriko]

Update on my situation:

As promised by Acanac my line was activated yesterday! First thing I did was a speed test and I got the full downstream! Will try doing a bit more this weekend, such as some torrent downloads etc..

So far so good.

[fredsmith]

Update: More stalling (shocking!), this time with less explanation:

****

Hello,

Please note in your case we need to have a permission from our supervisor and we have informed him already. We are looking forward to hear from him. We will reply/update you upon receiving an answer.

We appreciate your attention and cooperation.

Best Regards,
Acanac Inc.
Typical clerk's response. But it fully explains what is happening. The clerk can't just grant you a credit, his supervisor has to do that.

Just send them a copy of the message you got that said they'd give you your refund and ask that they process it without delay since it has obviously already been approved as exidenced by the correspondence trail.

Next time look at your invoice to see what the start date is (hint; it is the billing date) and then cancel a couple of weeks before that date.

While I don't agree with the accelerated start dates Acanac uses, you are clearly looking for reasons to whine about your situation. You brought this hassle on yourself by waiting past the end of your contract and then by not noticing that their e-mails were being trapped by your spam filter.. They legally have no obligation to let you out of your contract.

[Amadaeus]

Typical clerk's response. But it fully explains what is happening. The clerk can't just grant you a credit, his supervisor has to do that.

Just send them a copy of the message you got that said they'd give you your refund and ask that they process it without delay since it has obviously already been approved as exidenced by the correspondence trail.

Next time look at your invoice to see what the start date is (hint; it is the billing date) and then cancel a couple of weeks before that date.

While I don't agree with the accelerated start dates Acanac uses, you are clearly looking for reasons to whine about your situation. You brought this hassle on yourself by waiting past the end of your contract and then by not noticing that their e-mails were being trapped by your spam filter.. They legally have no obligation to let you out of your contract.

Wow.

My start date was April 4th. My initial cancellation request was sent on April 28th. The start date was further pushed back to April 14th because of a delay in activation.

I'll provide a full account of my experience once the cancellation is complete.

[fredsmith]

Wow.

My start date was April 4th. My initial cancellation request was sent on April 28th. The start date was further pushed back to April 14th because of a delay in activation.

I'll provide a full account of my experience once the cancellation is complete.
Were those dates adjusted with Acanac? Or were those just the dates your service initiated? I only ask because when you posted on the 28th saying you'd initiated your cancellation that date you said you'd signed up the month before.

Again, if the dates weren't negotiated, you are simply trading on their good nature.

[Amadaeus]

Imelda gave me the new date, so I assume it's official with Acanac. In any case, since my initial billing date is April 4, I'm absolutely within the 30 day period for a full and entitled warranty.

[superfigz]

Imelda gave me the new date, so I assume it's official with Acanac. In any case, since my initial billing date is April 4, I'm absolutely within the 30 day period for a full and entitled warranty.

Isn't 30 days from date of initial sign up to cancel, not 30 days after renewal or am I missing something?

[Amadaeus]

That's my understanding. My initial sign up date was April 4th, so theoretically I have until May 4th to cancel within the confines of the 30 day guarantee.

[Amadaeus]

Sorry for the long post, but I want to document this in its entirety for posterity as well as a warning to others.

I decided to switch to ADSL as its cheaper than Rogers Internet. I had to choose between TekSavvy (consistently well reviewed by more expensive) or Acanac (mixed reviews but much cheaper). I decided to go with Acanac. Below is a chronology if what happened:

April 4 -- Order DSL through its online form. My credit card was charged ON THE SAME DAY (which is a Saturday, btw.)
Apr 13 -- I PM Imelda let her know of my frustration as it's been quite a while (but the situation was understandable given it was the Easter long weekend)
Apr 13 -- Imelda responds by opening a ticket and assuring me a Bell technician will be sent to check the line
Apr 14 -- Bell technician arrives. He finds nothing wrong but the DSL light on my modem is no longer flashing after he leaves. DSL connection is stable at 3.8Mb, well below the advertised 5Mb. I PM Imelda to let her know the connection is working but the speed is much less than desired.
Apr 14 -- Imelda responds with waiting a few days for the speed to ramp up
Apr 20 -- Huge rainstorm occurs in the GTA. My connection becomes intermittent. My modem would connect for a few minutes, and it would lose connection. I call up Acanac support to explain the situation. Debbie from support notes that if the connection is acting up in bad weather, its an indication of an outside line error. She arranges for a Bell technician to arrive on April 21.
Apr 20 -- My connection is stabilized at 2.3 Mb, less than 1/2 of the advertised speed. I PM Imelda about the situation and she suggests two things: filters on phones and directly connecting the modem to the phone line, neither helped the speed (and I already at filters on the lines)
Apr 21 -- Bell technician does not arrive, and my father wastes an entire day at the house waiting for one. Bell calls me up at EoD to book an appointment for April 22. I ask them why they didn't come today, and the Bell dispatcher says that Acanac requested one for the 22nd. At this point, I don't know who to believe. I (re)schedule the technician for the morning of the 22nd.
Apr 22 -- Bell technician arrives and declares nothing wrong with the outside lines. He notes that my modem is at fault since it's connected to the router and that should not be the case. I find this absurd.
Apr 24 -- I find and read this thread: http://www.dslreports.com/comment/2744/66274. I'm concerned enough to call up TekSavvy and sign up for service. I'm advised that my connection should be up and running on the 27th.
Apr 28 (9:54AM) -- I PM Imelda to let her know my connection is still averaging 2.3Mb, and if the speed does not improve, I will be forced to cancel.
Apr 28 (2:29PM) -- Imelda responds that Bell notes my modem is the problem and that the line is absolutely fine. She suggests since I'm using my own modem and not Acanac's, I should purchase theirs at $49.95 as "it may improve speeds".
Apr 28 (2:45PM) -- I call up Teksavvy and find out that my connection is up and running. I connect using TekSavvy's credentials and find my speed has not improved. TekSavvy support rep takes three minutes and lets me know that I'm on a CAPPED 3MB PROFILE with Bell. It takes another three minutes for the TekSavvy support rep to fill out the appropriate paperwork to increase my profile to at least 5Mb. The TekSavvy support rep gives me a reference number and a 24-hour timeframe for my average speed to improve.

At this point, the combination of TekSavvy being able to resolve my speed issues within three minutes of talking on the phone and the suggestion to buy an Acanac approved modem that "may improve speeds" cements my opinion that Acanac is either incapable or unwilling assist me. I decide to exercise my 30-day guarantee to cancel immediately.

Apr 28 (3:12PM) -- I respond to Imelda that I believe neither my router nor my modem are the problem points, as I was using my router without problems well up to my switch to DSL and my modem is brand new. I was also able to receive DSL connections of 3.8Mb before being mired to an average of 2.3Mb. I made it clear in my PM that I intend to cancel
Apr 28 (3:56PM) -- Imelda responds to my message with a suggestion of putting my modem needs to be placed in bridge mode to work with my router. This suggestion strikes me as absurd, as setting my router in bridge mode won't improve my speed... in fact its sort of binary. It'll either make it work or not with a router.
Apr 28 (4:00PM) -- I call Acanac to cancel, only to be faced with an automated voice recording that all billing inquiries must be made through email. I send the official cancellation email through the Acanac webform with a request to exercise my 30-day guarantee and to cancel immediately.
Apr 28 (4:47PM) -- I respond to Imelda to inform her that I've sent the official cancellation request.
Apr 28 (6:00PM) -- I go home to find my average speed has improved to 4.5Mb. I also find a message on my machine from TekSavvy support rep to let me know that they've been successful in raising my profile to 6Mb with Bell within a few hours of requesting for the profile change. I call them back to confirm my new improved speed, and thank them for their quick help.
Apr 29 (12:19PM) -- Imelda responds that Acanac Tech Support will be contacting me. (... I don't want to be contacted by tech support.. I want to cancel...). The official tech support ticket is also updated with "our manager will investigate the issue" and I will be contacted once the investigation is done.
Apr 30 -- I didn't realize the Acanac support emails were being filtered to my spam filter until Fred told me to check there. Without knowing they've responded with the message on April 29th, I get angry by sending an ultimatum with a deadline for April 30 at 1600hrs or else a chargeback with AMEX will be pursed. From the email in my spam folder, I follow it to their support ticket system to find out that they need permission from the supervisor and are "looking forward to hear from him". I update the support ticket system with the same ultimatum, that I didn't appreciate being charged on the same day I requested service (on a SATURDAY) but it takes DAYS of investigation for them return the money entitled to me by their own user agreement.
May 1 -- Ticket updated with support asking the manager to expedite the ticket. A short while later the cancellation is confirmed, though I'll have to wait until next week to double-check with AMEX to confirm the money has actually been refunded.

So my nightmare with Acanac comes to an end (hopefully... I'll wait until my confirmation with AMEX before rendering my final verdict).

For those who wish to try out Acanac, you'll find:

- If speeds keep up, you'll get a good deal for the first year
- If speeds drop, you'll face an almost impossible summit up resolution mountain
- I found their reps completely incapable, or uninterested, to help until you threaten to cancel
- Imelda in this forum responds with promptness, but her responses often seem canned. Her technical suggestions also do not seem well thought out.
- Cancellation procedures will eventually work, but you'll possibly face "stalling tactics" like what I experienced to either keep you as a customer (reasonable) or to let the 30-day guarantee lapse naturally (not so reasonable). I have no evidence for or against either assertion as I did not progress far enough to confirm either, but I'm sure the latter is not the case as if you send in your cancellation request within 30 days, they're pretty much contractually obligated to help
- TekSavvy has superior service, and can diagnose issues much faster and with much more willingness

On another note, fredsmith accused me of "whining" and that I'm not really entitled to my refund without actually learning about the facts of the situation. I take some responsibility for that since my previous posts may have not been completely clear, but what he said was harsh and completely inaccurate. My refund request was completely entitled under the 30-day guarantee in the Acanac user agreement, and it took them 3 full days to refund my money. Conversely, it took them only a few hours to charge my credit card for service.

I'll provide a final update when my refund is actually processed by AMEX.

Please feel free to post in response if more clarification is required.

[fredsmith]

bla bla bla.

Don't know where you come off with all the rhetoric and even more whining, but;

1. You specifically wrote on April 28 that you had signed up 'Last Month'.
2. You had 5 meg service (which is why you saw 3.8. 3.8 is the net rate when 5 is the modem rate, but with errors on the line). Bell is notorious for dropping data rates - not sure why Acanac keeps telling people to 'give it time' - It works, or it doesn't. But your complaint that you only got 3.8 was inappropriate. Your 2.3 was for 3 megs which is NOT half rate. And note that Acanac doesn't guarantee 5 megs - it is 'up to 5 megs'. Your service is subject to lots of factiors outside their control.
3. It is a game if 'he said, she said'. From what you wrote you certainly weren't helpful to your own cause. Threatening them when the problem was on your side didn't provide fuel for the 'win friends and influence people' competition.
4. If your service deteriorated during a rainstorm, then it is more than likely that Bell's response would have been to drop your rate to 3 megs from 5, Because that's Bell's knee jerk reaction to every call about line quality from a 3rd party ISP. They know that if the line is provisioned beyond it's stable limits performance deteriorates, so the first step is always to drop the rate to 3 from 5 and maybe lower. Again, no one promised you 5 megs. And Bell likes to screw around. Keep that in mind.

Imelda is not a tech and you probably should not be discussing technical issues with her - typically everything for non-technical people comsists of rebooting - just check out that very off the wall post about viruses and congestion and such - you'd think she was hawking Claritin or Advil.

Your line issues have not been resolved, from what you wrote - but that'll be between you, Bell and Teksavvy from now on.

I am pleased to hear that you feel it worthwhile to pay more than twice as much for your service (assuming you went for the same no-limits account) - you do realise that for a couple of bucks more you could have gone straight to Bell - they may not be able to get their billing together, but they DO suppot their clients' outside plant problems well - in fact you probably could have gotten 7 megs out of them for about $45 . . . Teksavvy's unlimited plan is $40.

Enjoy your tenure with Teksavvy..

[stephenxxx]

Sorry for the long post, but I want to document this in its entirety for posterity as well as a warning to others.

I decided to switch to ADSL as its cheaper than Rogers Internet. I had to choose between TekSavvy (consistently well reviewed by more expensive) or Acanac (mixed reviews but much cheaper). I decided to go with Acanac. Below is a chronology if what happened:

April 4 -- Order DSL through its online form. My credit card was charged ON THE SAME DAY (which is a Saturday, btw.)
Apr 13 -- I PM Imelda let her know of my frustration as it's been quite a while (but the situation was understandable given it was the Easter long weekend)
Apr 13 -- Imelda responds by opening a ticket and assuring me a Bell technician will be sent to check the line
Apr 14 -- Bell technician arrives. He finds nothing wrong but the DSL light on my modem is no longer flashing after he leaves. DSL connection is stable at 3.8Mb, well below the advertised 5Mb. I PM Imelda to let her know the connection is working but the speed is much less than desired.
Apr 14 -- Imelda responds with waiting a few days for the speed to ramp up
Apr 20 -- Huge rainstorm occurs in the GTA. My connection becomes intermittent. My modem would connect for a few minutes, and it would lose connection. I call up Acanac support to explain the situation. Debbie from support notes that if the connection is acting up in bad weather, its an indication of an outside line error. She arranges for a Bell technician to arrive on April 21.
Apr 20 -- My connection is stabilized at 2.3 Mb, less than 1/2 of the advertised speed. I PM Imelda about the situation and she suggests two things: filters on phones and directly connecting the modem to the phone line, neither helped the speed (and I already at filters on the lines)
Apr 21 -- Bell technician does not arrive, and my father wastes an entire day at the house waiting for one. Bell calls me up at EoD to book an appointment for April 22. I ask them why they didn't come today, and the Bell dispatcher says that Acanac requested one for the 22nd. At this point, I don't know who to believe. I (re)schedule the technician for the morning of the 22nd.
Apr 22 -- Bell technician arrives and declares nothing wrong with the outside lines. He notes that my modem is at fault since it's connected to the router and that should not be the case. I find this absurd.
Apr 24 -- I find and read this thread: http://www.dslreports.com/comment/2744/66274. I'm concerned enough to call up TekSavvy and sign up for service. I'm advised that my connection should be up and running on the 27th.
Apr 28 (9:54AM) -- I PM Imelda to let her know my connection is still averaging 2.3Mb, and if the speed does not improve, I will be forced to cancel.
Apr 28 (2:29PM) -- Imelda responds that Bell notes my modem is the problem and that the line is absolutely fine. She suggests since I'm using my own modem and not Acanac's, I should purchase theirs at $49.95 as "it may improve speeds".
Apr 28 (2:45PM) -- I call up Teksavvy and find out that my connection is up and running. I connect using TekSavvy's credentials and find my speed has not improved. TekSavvy support rep takes three minutes and lets me know that I'm on a CAPPED 3MB PROFILE with Bell. It takes another three minutes for the TekSavvy support rep to fill out the appropriate paperwork to increase my profile to at least 5Mb. The TekSavvy support rep gives me a reference number and a 24-hour timeframe for my average speed to improve.

At this point, the combination of TekSavvy being able to resolve my speed issues within three minutes of talking on the phone and the suggestion to buy an Acanac approved modem that "may improve speeds" cements my opinion that Acanac is either incapable or unwilling assist me. I decide to exercise my 30-day guarantee to cancel immediately.

Apr 28 (3:12PM) -- I respond to Imelda that I believe neither my router nor my modem are the problem points, as I was using my router without problems well up to my switch to DSL and my modem is brand new. I was also able to receive DSL connections of 3.8Mb before being mired to an average of 2.3Mb. I made it clear in my PM that I intend to cancel
Apr 28 (3:56PM) -- Imelda responds to my message with a suggestion of putting my modem needs to be placed in bridge mode to work with my router. This suggestion strikes me as absurd, as setting my router in bridge mode won't improve my speed... in fact its sort of binary. It'll either make it work or not with a router.
Apr 28 (4:00PM) -- I call Acanac to cancel, only to be faced with an automated voice recording that all billing inquiries must be made through email. I send the official cancellation email through the Acanac webform with a request to exercise my 30-day guarantee and to cancel immediately.
Apr 28 (4:47PM) -- I respond to Imelda to inform her that I've sent the official cancellation request.
Apr 28 (6:00PM) -- I go home to find my average speed has improved to 4.5Mb. I also find a message on my machine from TekSavvy support rep to let me know that they've been successful in raising my profile to 6Mb with Bell within a few hours of requesting for the profile change. I call them back to confirm my new improved speed, and thank them for their quick help.
Apr 29 (12:19PM) -- Imelda responds that Acanac Tech Support will be contacting me. (... I don't want to be contacted by tech support.. I want to cancel...). The official tech support ticket is also updated with "our manager will investigate the issue" and I will be contacted once the investigation is done.
Apr 30 -- I didn't realize the Acanac support emails were being filtered to my spam filter until Fred told me to check there. Without knowing they've responded with the message on April 29th, I get angry by sending an ultimatum with a deadline for April 30 at 1600hrs or else a chargeback with AMEX will be pursed. From the email in my spam folder, I follow it to their support ticket system to find out that they need permission from the supervisor and are "looking forward to hear from him". I update the support ticket system with the same ultimatum, that I didn't appreciate being charged on the same day I requested service (on a SATURDAY) but it takes DAYS of investigation for them return the money entitled to me by their own user agreement.
May 1 -- Ticket updated with support asking the manager to expedite the ticket. A short while later the cancellation is confirmed, though I'll have to wait until next week to double-check with AMEX to confirm the money has actually been refunded.

So my nightmare with Acanac comes to an end (hopefully... I'll wait until my confirmation with AMEX before rendering my final verdict).

For those who wish to try out Acanac, you'll find:

- If speeds keep up, you'll get a good deal for the first year
- If speeds drop, you'll face an almost impossible summit up resolution mountain
- I found their reps completely incapable, or uninterested, to help until you threaten to cancel
- Imelda in this forum responds with promptness, but her responses often seem canned. Her technical suggestions also do not seem well thought out.
- Cancellation procedures will eventually work, but you'll possibly face "stalling tactics" like what I experienced to either keep you as a customer (reasonable) or to let the 30-day guarantee lapse naturally (not so reasonable). I have no evidence for or against either assertion as I did not progress far enough to confirm either, but I'm sure the latter is not the case as if you send in your cancellation request within 30 days, they're pretty much contractually obligated to help
- TekSavvy has superior service, and can diagnose issues much faster and with much more willingness

On another note, fredsmith accused me of "whining" and that I'm not really entitled to my refund without actually learning about the facts of the situation. I take some responsibility for that since my previous posts may have not been completely clear, but what he said was harsh and completely inaccurate. My refund request was completely entitled under the 30-day guarantee in the Acanac user agreement, and it took them 3 full days to refund my money. Conversely, it took them only a few hours to charge my credit card for service.

I'll provide a final update when my refund is actually processed by AMEX.

Please feel free to post in response if more clarification is required.

i just cancel bell service and still thinking which one i should joint
after i read your post(thank you soo much for let us know your story)
i will joint TekSavvy for sure....
for 2xx save i think will waste my time.

[fredsmith]

i just cancel bell service and still thinking which one i should joint
after i read your post(thank you soo much for let us know your story)
i will joint TekSavvy for sure....
for 2xx save i think will waste my time.

This is Redflagdeals.

We are mostly a bunch of cheap b*st*rds whose prime goal is to save a few bucks on everything we buy - and in many cases, will even go out and buy things we don't need or even want if the deal is good enough!!

An ISP is not a commodity manufacturer (in other words, does it matter where you buy your Sony or other brand name widget?) No matter who you pay for it, the article you purchase will be the same thing. However this is a service issue - and, no different than I will not let Canadian Tire do anything beyond mount tires on my car, who you are and how you deal with whom you've selected DOES make a difference when it comes to selecting an ISP. Your character and abilities form part of the decision process.

While I'd wager that the vast majority of people connecting to Acanac never have a problem, with an attitude like yours, it almost seems like you are setting yourself up for failure.

I agree that you might be best served by going elsewhere for your service. However I suggest you should consider going to a first tier provider like Bell, Telus, Rogers, Videotron, Shaw and so on. The price differential (compared to an unlimited subscription at Teksavvy) is minor and the benefits in terms of customer support are significant.

Note that people rarely get vocal when things go smoothly, where those who have problems tend to complain loudly (as I myself have done). But this thread has been full of people who expect everything to be without any issues whatsoever and IMHO have unreasonable expecations when dealing with a multi-company provider network. All this to the point where more than a few people have felt compelled to post that their experiences were good, or excellent to serve as a counterpoint.

Believe me. There ARE Teksavvy clients with issues - one of my buddies just threw in the towel with them and moved to a first tier provider. He said he was willing to pay for the service and went to the other extreme - he now has fibre to his home. But he can afford it.

I believe that Teksavvy is so much smaller than Acanac that they simply don't have a large enough population of complainers, not to mention that they don't have a plan that compares with Acanac's - so you don't see threads saying things like 'check out Teksavvy's red hot plans' and such that serve as a soapbox for the likes of some of the posters here.

I may not be the typical consumer, but certainly there are those who don't quite understand just what is involved in operating an ISP . . . those whose expectations are such that there is no way for them to be satisfied if things aren;t perfect.

I don't agree with some of their policies. I myself had my share of problems in dealing with Acanac. But then I am atypical in that I have the background and the underlying knowledge to appreciate and deal with the issues and I am a bulldog when it comes to resolving problems. And the deal is indeed good enough (and I am stubborn enough) that I was willing to work through the issues I experienced.

While experiencing problems are by no means guaranteed, perhaps you do not have the patience or knowledge to do the same as I did if they happened to you. That's why I suggest moving to a 'major', rather than to another discount ISP.

[polka]

I am with cogeco and thinking to switch to Acanac.
Now i don,t know how many days will it take to have every thing ok and running with acanac.
I cant read the whole forum either, so a respose is appericiated.
I cant live without internet. so i guess i should order first with Acanac and cancel only when evrything is up and running.
My second question is that can i use bell modem which i bought from a Garage sale ?
Third question do i have to call bell for dry loop as i use voip phone only (plus my cell phone). or Acanac will do all that.
Thanks in advance.

[brutus1]

I am with cogeco and thinking to switch to Acanac.
Now i don,t know how many days will it take to have every thing ok and running with acanac.
.

Do yourself the favour. Stay away from Acanac. :mad::

When you sign-up they don't tell you about renewal fees. Just a nice surprise on your credit card bill. If you have a credit card about to expire within the next 12 months, use that card. Rogers is famous with this tactic.

The renewal fee is still cheaper bu the prices on the competition are coming down as well.

I had 2 referrals, and still never heard anythng. Calls after calls...

The upload & download speed all depends on your location. At Acanac when they test your line, full speed, by the time it's delivered to your home, totally different speeds. They don't tell you that until you're hooked up and your credit card is billed.

If you can get into a package with Bell or Rogers, with home phone, HD, cell phone and internet, you'll be paying close to the same price as Acanac after the 1st year.

It's almost like if you were booking a trip. Would you go to Bob's Travel Agency or Sell Off Vacations...

[fredsmith]

I am with cogeco and thinking to switch to Acanac.
Now i don,t know how many days will it take to have every thing ok and running with acanac.
I cant read the whole forum either, so a respose is appericiated.
I cant live without internet. so i guess i should order first with Acanac and cancel only when evrything is up and running.
My second question is that can i use bell modem which i bought from a Garage sale ?
Third question do i have to call bell for dry loop as i use voip phone only (plus my cell phone). or Acanac will do all that.
Thanks in advance.

1. Correct, but if you 'can't live without', you might want to consider staying with your present provider - reliability of DSL is slightly lower than that of cable.
2. Yes, assuming it works
3. You need to order the dry loop through Acanac - costs $8 extra per month

[fredsmith]

Do yourself the favour. Stay away from Acanac. :mad::

When you sign-up they don't tell you about renewal fees. Just a nice surprise on your credit card bill. If you have a credit card about to expire within the next 12 months, use that card. Rogers is famous with this tactic.

The renewal fee is still cheaper bu the prices on the competition are coming down as well.

I had 2 referrals, and still never heard anythng. Calls after calls...

The upload & download speed all depends on your location. At Acanac when they test your line, full speed, by the time it's delivered to your home, totally different speeds. They don't tell you that until you're hooked up and your credit card is billed.

If you can get into a package with Bell or Rogers, with home phone, HD, cell phone and internet, you'll be paying close to the same price as Acanac after the 1st year.

It's almost like if you were booking a trip. Would you go to Bob's Travel Agency or Sell Off Vacations...


You are full of 'it'.

They absolutely DO tell you about the automatic renewal and they DO tell you what the rates are. The reality is that *YOU* don't read things or bother to educate yourself before hitting the send key.

Referrals? Want to know where you stand? Ask. SOmething's missing? Tell them and provide some documentation - since the referred party makes the referral, they confirm to HIM, even though you are the benficiary.

Speed is a function of the phone line - you can get up to 5 megs moden signalling rate (which, by the way is how things are rated). So you ca get to about 4.2 megs net on a speed test, but often if there is instability or you are farteher than idal from the CO, you will be operating at lower rates - this is a DSL thing, NOT an Acanac one. The DSL network is operated by Bell Canada in Quebec and Ontario, no matter who your ISP is.

Billing? You place an order and they charge your credit card. Unfortunately they start the clock ticking with your order and not with the start of service - no one likes that. But then the price is low enough in the first year that it really doesn't matter - except when it comes to two key dates.

1. The 30 day window cancellation with full refund
2. The annual renewal at the end of the year.

If you have any intention of cancelling, you'd better not do it on the last day and you should do it knowing what dates they use or you are locked in (dosort of - they often do bend the rules and let yuou out if you were too lazy to note the billing date on the invoice they e-mail you).

Note that Cogeco and the other first tier provider often have a 30 day window for cancellation - you can't cancel earlier and you can't cancel later.

Be careful of bundles. They are ofteninclude only 'lite' or capped packages.

As to where I buy my vacations? Bob is at the bottom of MY list I do my own research and usually use Expedia or Travelocity - or I go straight to the resort's web site.

Oh, and since it was raised as a topic in the post, note that Acanac has a pretty generous referral program. if you refer someone and they stay past the intial 30 day point and (after that point) send in a referral ticket to billing telling Acanac that they are referring you, you will get a one month extension of your contract at no extra charge for up to 9 months - with the 10th, service is outright free.

It isn't as simple as it sounds. I'm still short a couple after 3 years - lots of people either don;t bother sending in the referral and many people don;t move over to the ISP even if it is a great deal for the first year and a good deal for the followng ones.

[jetway1212]

Just to remind anyone who uses computers and modems 24/7/365
and leaves them on all the time. Rebooting a modem and
computer helps get rid of data congestion, viruses, freezing,
and is useful to do once in awhile especially when heavy traffic
congests the lines, power outages, software and hardware installations,
heavy downloading, etc.
Just power off then power on both to ensure working smooth conditions.
This is taught in all computer schools (even computer graphics
technician programs, my background)!

Read some useful info
http://www.computerguyslive.com/content/wireless/solutions/rebootmodem.html
http://www.ehow.com/how_4474504_reboot-computer-hard-drive.html

Imelda O. Suzara
Acanac Rep


Wow what kind of school did you go to? LOL Did you get a diploma or certificate? (maybe u should have got a degree instead)

Reboot modem to clear Ram and cache which often solve overloaded problem with poorly chinese made modem.

But rebooting computer "helps get rid of data congestion, viruses, freezing"? what a garbage tip!

[jetway1212]

Blah blah blah i dont work for them blah blah blah


It seems like you care to response any complains more than Acanac does. Trying to nick pick some of the techincal flaw in ppl complain doesnt explain the poor customer service from Acanac.

They're just customers and many are not fully aware of the technology or fully knowledgeable. They're not in the profession to know. Acanac is supposed to help them.

Clearly they should have explained him the PPPOE issue. Even send a link :http://en.wikipedia.org/wiki/Point-to-Point_Protocol_over_Ethernet like this to his email to further help his situation.

When Bell drops his profile to 3M, they should have opened a ticket with Bell and explained to him what happened. Poor customer service leads to unsatisfied customers. Then you try to defend them by blaming his incompetent of the technology?

[CSR]

Hi,

I'm think I am up and running with my Acanac account, using their User Name and Password. The Internet works. But, is there any way I can verify this by checking my usage or whatever?
Reason I ask is because I'm still with Bell for a couple days and I want to make sure that my internet is not running off Bell still.

[Totoriko]

Hi,

I'm think I am up and running with my Acanac account, using their User Name and Password. The Internet works. But, is there any way I can verify this by checking my usage or whatever?
Reason I ask is because I'm still with Bell for a couple days and I want to make sure that my internet is not running off Bell still.

http://whatismyip.com/tools/ip-whois-lookup.asp

[tomtomtom]

I am with cogeco and thinking to switch to Acanac.
Now i don,t know how many days will it take to have every thing ok and running with acanac.


Read the story from Amadaeus, it looks like the issue could have been solved with a simple request to raise the speed provision from 3mb to 5mb. Instead, the tech support blame on other reasons.

Then comes refunding the prepaid and renewal policy.

Here is dslreports.com forum discussion of various resellers
http://www.dslreports.com/forum/cover,2744 - Acanac
http://www.dslreports.com/forum/cover,2880 - Velcom
http://www.dslreports.com/forum/cover,3086 - Caneris
http://www.dslreports.com/forum/teksavvy - Teksavvy



The upload & download speed all depends on your location. At Acanac when they test your line, full speed, by the time it's delivered to your home, totally different speeds.
...


I have to make a point here, all the DSL based ISPs have the same issues to deal with. None of them will know the actual speed until you are actually connected (except for the theoretical speed, distance from a central office). It is a good idea to ask your neighbour who uses DSL what the speed is like before jumping in.

[astrotrain]

Hi,

I'm think I am up and running with my Acanac account, using their User Name and Password. The Internet works. But, is there any way I can verify this by checking my usage or whatever?
Reason I ask is because I'm still with Bell for a couple days and I want to make sure that my internet is not running off Bell still.

It is fools gold. You are still on the bell line just like I was. When Bell expires the acanac service will drop as well if they didn't mess up your order like what happened to me. Proof. I am still leaching off a neighbor to post this message. Acanac said it was their fault they did not enter my apt # for the activation so I have to wait 1 week with no service before they try to activate it. They sey nxt thursday. If I don't get the service or speed as outlined by nxt week immediate cancellation and I will go with Trvasky. This is Pure BS.

[Totoriko]

Is anyone else's bittorrent download slow?

The putty connection keeps disconnecting after a while

[Cataha]

Is anyone else's bittorrent download slow?

The putty connection keeps disconnecting after a while

Yeah, same problem for me. (I think the server is overloaded) I gave up on putty and enabled MLPPP on my router, and set it to reject non-MLPPP connections. Now though, even MLPPP won't stay stable for long. My router spent a few hours last night just trying to connect with MLPPP enabled. I finally gave up and just connected to a regular one.

Today, I tried to turn MLPPP on again.. Connected for about 30-seconds, dropped, then hung in connecting mode.

[fredsmith]

It seems like you care to response any complains more than Acanac does. Trying to nick pick some of the techincal flaw in ppl complain doesnt explain the poor customer service from Acanac.

They're just customers and many are not fully aware of the technology or fully knowledgeable. They're not in the profession to know. Acanac is supposed to help them.

Clearly they should have explained him the PPPOE issue. Even send a link :http://en.wikipedia.org/wiki/Point-to-Point_Protocol_over_Ethernet like this to his email to further help his situation.

When Bell drops his profile to 3M, they should have opened a ticket with Bell and explained to him what happened. Poor customer service leads to unsatisfied customers. Then you try to defend them by blaming his incompetent of the technology?

If there is a complaint Bell will look at your line stats. If they determine that your provisioning is beyond what the line can handle cleanly they will drop the line rate.

They have no obligation to inform anyone. They have no obligation to change the pair or the DSLAM port either. There are miminum standards - and those are pretty low. Bell DOES seem to reserve the better pairs and the newest DSLAMS for their own clients, often relegating 3rd party ISPs to less than optimum distribution points - I know because they did it for me. . . . I had 2 techs come by and they *were* going to relocate my connection to a closer, newer DSLAM and crank my profile to 7 megs until they relaised I was with someone other than Bell - they then said they could not, reset my profile to 4 megs (from 5 - because the line was not suited to the higher rate) and I've had stable connections since.

As to what the clients know or don't know, the reality is that if you deal with a discount supplier you will usually see something compromised. Buying at Costco, for example costs the consumer the happy, smiling helpful clerk that supposedly knows all about whatever it is you are trying to buy. It also means you give up on selection - Costco mostly carries one of whatever it is that they sell.

What it boils down to is that if you want to go discount, do your homework FIRST and make an informed decision. Clearly many people here are not inforning themselves and come of them have come to regret their decisions.

[tomtong]

Before I recommend people use ISP other than BELL, I told them to call DELL and get 3 month free service from BELL. WHY? Whatever not working for you, BELL will deal with it right away. By the end of three months, you are good to go to join third party ISP.

Whether Acanac or Teksavvy, it is your choice and I picked Acanac. :lol:

[Jai_Ho]

Before I recommend people use ISP other than BELL, I told them to call DELL and get 3 month free service from BELL. WHY? Whatever not working for you, BELL will deal with it right away. By the end of three months, you are good to go to join third party ISP.

Whether Acanac or Teksavvy, it is your choice and I picked Acanac. :lol:

can u elaborate on this a little more please.:cheesygri

[Inno]

can u elaborate on this a little more please.:cheesygri

Probably he chose Ac. cuz it is significantly cheaper for the first year. After Year 1 you can switch if you want.

[tweetybird]

Before I recommend people use ISP other than BELL, I told them to call DELL and get 3 month free service from BELL. WHY? Whatever not working for you, BELL will deal with it right away. By the end of three months, you are good to go to join third party ISP.

Whether Acanac or Teksavvy, it is your choice and I picked Acanac. :lol:

great idea

[tomtong]

can u elaborate on this a little more please.:cheesygri

Most of the DELL Customer Service Rep are kind enough to offer you 3-month free internet access from BELL even though no PC was purchase from them. Just ask nicely. :lol:

[Imelda_Acanac]

I will check to see about your cancellation request.

Imelda O. Suzara
Acanac Rep

I am currently trying to cancel Acanac,

But it seems that the Customer Service, or Accounting departement, whereever you're suppose to send an email to, does not respond, as I have sent 3-4 emails over the past month asking to cancel my account, I provided them with all the necessary information as the Tech Support Person in here said to do.

I do not know what else I am suppose to do, as Cancelling over email seems a bit odd, especially without any feedback.

Anyways, just expressing my concerns for any body who's about to join Acanac.

Not that they are a bad company, the internet up time has been great. Just trying to cancel seems like next to impossible.

[Imelda_Acanac]

There are Acanac technicians who moderate the community
forum and can answer common problems experienced by other
member customers if you want to read some postings and post
your questions too
http://community.acanac.com/acanac/viewtopic.php?f=21&t=8771

Imelda O. Suzara
Acanac Rep

Is anyone else's bittorrent download slow?

The putty connection keeps disconnecting after a while

[Imelda_Acanac]

Try going to Speedtest.net and doing a speed test
which should show the ISP you are using.
http://www.speedtest.net/result/466260494.png (http://www.speedtest.net)
Acanac is Canaca.com

Imelda O. Suzara
Acanac Rep

Hi,

I'm think I am up and running with my Acanac account, using their User Name and Password. The Internet works. But, is there any way I can verify this by checking my usage or whatever?
Reason I ask is because I'm still with Bell for a couple days and I want to make sure that my internet is not running off Bell still.

[Imelda_Acanac]

I asked some of the Acanac technicians about reboot
and they use it and advise it to customers. I also inquired
from one of the modem manufacturers, Starbridge
http://www.starbridgenetworks.com/ which makes
the Lynx modem, and they advise reboot for disconnection problems.
I graduated from the Computer Graphics Technician program with a diploma
at VCC Downtown Campus (City Center College) in Vancouver in 1990
http://www.vcc.ca/ and reboot was the main solution for any
software and hardware technical problem (freezing, virus, new
installations). Acanac technicians are trained to use software to
troubleshoot the hardware and network problems and Bell technicians
diagnose the line problems. Reboot is the most common and simple
maintenance solution, which works for technicians and customers alike.
I always power off my computer when I am done nightly and my modem
maybe 1 to 4 times a month. I use a power bar for power outages and surges,
which can also cause problems during electric storms, as machines which
run on electricity can be short-circuited and be destroyed. All machines
need to rest even for a few seconds because they also overheat from use.

Imelda O. Suzara
Acanac Rep

Wow what kind of school did you go to? LOL Did you get a diploma or certificate? (maybe u should have got a degree instead)

Reboot modem to clear Ram and cache which often solve overloaded problem with poorly chinese made modem.

But rebooting computer "helps get rid of data congestion, viruses, freezing"? what a garbage tip!

[Imelda_Acanac]

Cogeco uses cable lines for internet whereas Acanac uses
phone lines. It takes up to 9 business days for dry loop DSL,
not including weekends. It is better to first sign up with Acanac
before cancelling with Cogeco.

You can try using your own modem first by entering the username
and password given to you by Acanac after you sign up. But if
it does not work, Acanac sells and supports Lynx 210 or Aztecht600EU
preconfigured to simply plug in.

To have dry loop DSL, you have to have both with Acanac.
We also have VOIP if you want to switch that too.

You can read our services http://acanac.ca/.

Imelda O. Suzara
Acanac Rep

I am with cogeco and thinking to switch to Acanac.
Now i don,t know how many days will it take to have every thing ok and running with acanac.
I cant read the whole forum either, so a respose is appericiated.
I cant live without internet. so i guess i should order first with Acanac and cancel only when evrything is up and running.
My second question is that can i use bell modem which i bought from a Garage sale ?
Third question do i have to call bell for dry loop as i use voip phone only (plus my cell phone). or Acanac will do all that.
Thanks in advance.

[tomtomtom]

@Imelda

When a virus/malware is detected, you should do a thorough anti-virus & malware scan IMMEDIATELY and not a reboot.

A reboot makes it worse because you are giving the nasty stuff a perfect opportunity to load into memory and do further damage.

HOWEVER, with new installation and freezing, a reboot will HELP.

[Deals1]

???.....
Please share how you are getting free internet for life.

OP is on his way to getting free service because his link is a referral link.
With Acanec, 10 referrals = free service for the month.

[mech9t5]

Apr 28 (2:45PM) -- I call up Teksavvy and find out that my connection is up and running. I connect using TekSavvy's credentials and find my speed has not improved. TekSavvy support rep takes three minutes and lets me know that I'm on a CAPPED 3MB PROFILE with Bell. It takes another three minutes for the TekSavvy support rep to fill out the appropriate paperwork to increase my profile to at least 5Mb. The TekSavvy support rep gives me a reference number and a 24-hour timeframe for my average speed to improve.


My speed profile was capped at 3Mbps too after it was set at 5Mbps for the first few months. I also called to complain and tech support told me it was likely something in my house (router, wiring, modem, etc.). They said they could schedule a Bell tech but if it was found that nothing was wrong in the house, i would be charged $75. I knew 100% my speed profile was capped but they wouldn't fix it even when i told them to check my speed profile.

Either Acanac technical support is completely incompetent or there is a more sneaky motive for not seeing the speed profile being capped. I now think it is possible that Acanac might be having capacity issues so they are intentionally dropping speeds. Most people won't notice the drop from 5Mbps profile to 3Mbps. And if someone notices, they can just blame it on Bell.

That would explain a lot of things at Acanac, the outages, the slow ping times, the slow speeds, etc.

[obernewtyn]

I sign up with Acanac on April 1st. Turns out they they couldn't connect me on the schedule time. They though it was a apartment when it fact i lived in a house and I stated I lived in a house. What ever. So as of April 17 am connected.


The rental Modem they sent me was hell. It keeps on getting disconnected. The DSL light and the INTERNET light keeps on going off. Takes about 10 to 15 minutes of rebooting the modem to get conncect. I have to do this 5-10 times a day.

I called them and they agreed the modem is whack so they were going to sent a repair man to my house. lol

I said no I want to sent the modem back and get a refund since I don't have time for this.

Told me to call Sales line to proceed. Sales rep can't do this and was told to go ONLINE and email billing. LUCKY i'm still connect to Bell.

I hope they give my refund back and take away this modem.

[Sogeking]

I sign up with Acanac on April 1st. Turns out they they couldn't connect me on the schedule time. They though it was a apartment when it fact i lived in a house and I stated I lived in a house. What ever. So as of April 17 am connected.


The rental Modem they sent me was hell. It keeps on getting disconnected. The DSL light and the INTERNET light keeps on going off. Takes about 10 to 15 minutes of rebooting the modem to get conncect. I have to do this 5-10 times a day.

I called them and they agreed the modem is whack so they were going to sent a repair man to my house. lol

I said no I want to sent the modem back and get a refund since I don't have time for this.

Told me to call Sales line to proceed. Sales rep can't do this and was told to go ONLINE and email billing. LUCKY i'm still connect to Bell.

I hope they give my refund back and take away this modem.

i have had acanac disconnect on me throughout the year, and at one time, for a whole week!
it disconnects a minimum of once a day. most of the time, i can fix it by power cycling the router though. try requesting a static ip with acanac, for some strange reason, it doesnt disconnect anymore after i got it.

[superfigz]

http://www.speedtest.net/result/466260494.png (http://www.speedtest.net)


^ Sign me up for one of those:lol:

[DealAdik]

My speed profile was capped at 3Mbps too after it was set at 5Mbps for the first few months. I also called to complain and tech support told me it was likely something in my house (router, wiring, modem, etc.). They said they could schedule a Bell tech but if it was found that nothing was wrong in the house, i would be charged $75. I knew 100% my speed profile was capped but they wouldn't fix it even when i told them to check my speed profile.

Either Acanac technical support is completely incompetent or there is a more sneaky motive for not seeing the speed profile being capped. I now think it is possible that Acanac might be having capacity issues so they are intentionally dropping speeds. Most people won't notice the drop from 5Mbps profile to 3Mbps. And if someone notices, they can just blame it on Bell.

That would explain a lot of things at Acanac, the outages, the slow ping times, the slow speeds, etc.


I hope this is not the case for me... When i started last month i was getting 5 Mbs of D/L and 670Kbs or so of U/L when doing the speedtest and no issues what so ever, And i was quite happy with the speed even using torrents i was impress as i was getting much better speed than Bell was giving me. Today I notice my test is consistently at 2.5 kbps and upload the same as before. I'm not going to say anything at this point as I'm hoping this is temporary. I will definitely be in touch with tech support if this continues. This is definitely NOT the speed I sign of for.

[Totoriko]

Does anyone know when Bell throttles the bittorrent bandwidth?
Is it time specific?

[tomtomtom]

Does anyone know when Bell throttles the bittorrent bandwidth?
Is it time specific?

430p-2a time specific

[Totoriko]

430p-2a time specific

Thanks for that. Was wondering why I was getting full speed this morning :)

[Imelda_Acanac]

If you need help to check on your current sync speeds,
and open a repair ticket if necessary,
please pm me your name and number.

Imelda O. Suzara
Acanac Rep


I hope this is not the case for me... When i started last month i was getting 5 Mbs of D/L and 670Kbs or so of U/L when doing the speedtest and no issues what so ever, And i was quite happy with the speed even using torrents i was impress as i was getting much better speed than Bell was giving me. Today I notice my test is consistently at 2.5 kbps and upload the same as before. I'm not going to say anything at this point as I'm hoping this is temporary. I will definitely be in touch with tech support if this continues. This is definitely NOT the speed I sign of for.

[fredsmith]

I hope this is not the case for me... When i started last month i was getting 5 Mbs of D/L and 670Kbs or so of U/L when doing the speedtest and no issues what so ever, And i was quite happy with the speed even using torrents i was impress as i was getting much better speed than Bell was giving me. Today I notice my test is consistently at 2.5 kbps and upload the same as before. I'm not going to say anything at this point as I'm hoping this is temporary. I will definitely be in touch with tech support if this continues. This is definitely NOT the speed I sign of for.
I assume you mean 2.5 Mbps and not Kbps

I also wonder if you weren't with Bell previously?

Bell may well have dropped your profile, or even more insiously, may have changed your DSLAM - because the 2.5Mbps rate is characteristic of a 3 meg profile.

I'd open a ticket and request increasing the rate.

As to what you signed up for; It is UP TO 5 megabit connectivity. Though that doesn't lessen the sting.

[fredsmith]

i have had acanac disconnect on me throughout the year, and at one time, for a whole week!
it disconnects a minimum of once a day. most of the time, i can fix it by power cycling the router though. try requesting a static ip with acanac, for some strange reason, it doesnt disconnect anymore after i got it.
Are you resetting the router? Or the modem?

If your IP has changed As far as Acanac is concerned), but your router's DHCP assignment hasn't expired and if it doesn't think you dropped carrier and reacquired, you would lose connectivity.

Perhaps if you set the modem to handle the PPPOE and connection and put your router in the modem's DMZ if would resolve the issue.

However it should NOT be dropping carrier daily.

I'd open a trouble ticket and explain the situation carefully.

[Imelda_Acanac]

There was probably a misunderstanding regarding speeds.
The last speed reading I pm on April 28 was 4768 down / 800 up
but the capacity was too high causing instability and intermittent sync,
so I suggested putting the modem in 'Bridge' mode to go with router.
I forwarded customer complaint and inquired from our Bell contact
who emailed that 'customer was provisioned for 5 meg'.
There was no cap at 3M by Bell nor Acanac.
Customer even admits in a pm 'The first few days the line was running
at 4+ Mbs, now it's running at 2.5 after the Bell techs came to my house.'
The Bell tech also thought it may be customer's router.
Customer decides to cancel with Acanac and go with Teksavvy.
Teksavvy takes 5 business days to set up DSL internet.

Imelda O. Suzara
Acanac Rep


Sorry for the long post, but I want to document this in its entirety for posterity as well as a warning to others.

I decided to switch to ADSL as its cheaper than Rogers Internet. I had to choose between TekSavvy (consistently well reviewed by more expensive) or Acanac (mixed reviews but much cheaper). I decided to go with Acanac. Below is a chronology if what happened:

April 4 -- Order DSL through its online form. My credit card was charged ON THE SAME DAY (which is a Saturday, btw.)
Apr 13 -- I PM Imelda let her know of my frustration as it's been quite a while (but the situation was understandable given it was the Easter long weekend)
Apr 13 -- Imelda responds by opening a ticket and assuring me a Bell technician will be sent to check the line
Apr 14 -- Bell technician arrives. He finds nothing wrong but the DSL light on my modem is no longer flashing after he leaves. DSL connection is stable at 3.8Mb, well below the advertised 5Mb. I PM Imelda to let her know the connection is working but the speed is much less than desired.
Apr 14 -- Imelda responds with waiting a few days for the speed to ramp up
Apr 20 -- Huge rainstorm occurs in the GTA. My connection becomes intermittent. My modem would connect for a few minutes, and it would lose connection. I call up Acanac support to explain the situation. Debbie from support notes that if the connection is acting up in bad weather, its an indication of an outside line error. She arranges for a Bell technician to arrive on April 21.
Apr 20 -- My connection is stabilized at 2.3 Mb, less than 1/2 of the advertised speed. I PM Imelda about the situation and she suggests two things: filters on phones and directly connecting the modem to the phone line, neither helped the speed (and I already at filters on the lines)
Apr 21 -- Bell technician does not arrive, and my father wastes an entire day at the house waiting for one. Bell calls me up at EoD to book an appointment for April 22. I ask them why they didn't come today, and the Bell dispatcher says that Acanac requested one for the 22nd. At this point, I don't know who to believe. I (re)schedule the technician for the morning of the 22nd.
Apr 22 -- Bell technician arrives and declares nothing wrong with the outside lines. He notes that my modem is at fault since it's connected to the router and that should not be the case. I find this absurd.
Apr 24 -- I find and read this thread: http://www.dslreports.com/comment/2744/66274. I'm concerned enough to call up TekSavvy and sign up for service. I'm advised that my connection should be up and running on the 27th.
Apr 28 (9:54AM) -- I PM Imelda to let her know my connection is still averaging 2.3Mb, and if the speed does not improve, I will be forced to cancel.
Apr 28 (2:29PM) -- Imelda responds that Bell notes my modem is the problem and that the line is absolutely fine. She suggests since I'm using my own modem and not Acanac's, I should purchase theirs at $49.95 as "it may improve speeds".
Apr 28 (2:45PM) -- I call up Teksavvy and find out that my connection is up and running. I connect using TekSavvy's credentials and find my speed has not improved. TekSavvy support rep takes three minutes and lets me know that I'm on a CAPPED 3MB PROFILE with Bell. It takes another three minutes for the TekSavvy support rep to fill out the appropriate paperwork to increase my profile to at least 5Mb. The TekSavvy support rep gives me a reference number and a 24-hour timeframe for my average speed to improve.

At this point, the combination of TekSavvy being able to resolve my speed issues within three minutes of talking on the phone and the suggestion to buy an Acanac approved modem that "may improve speeds" cements my opinion that Acanac is either incapable or unwilling assist me. I decide to exercise my 30-day guarantee to cancel immediately.

Apr 28 (3:12PM) -- I respond to Imelda that I believe neither my router nor my modem are the problem points, as I was using my router without problems well up to my switch to DSL and my modem is brand new. I was also able to receive DSL connections of 3.8Mb before being mired to an average of 2.3Mb. I made it clear in my PM that I intend to cancel
Apr 28 (3:56PM) -- Imelda responds to my message with a suggestion of putting my modem needs to be placed in bridge mode to work with my router. This suggestion strikes me as absurd, as setting my router in bridge mode won't improve my speed... in fact its sort of binary. It'll either make it work or not with a router.
Apr 28 (4:00PM) -- I call Acanac to cancel, only to be faced with an automated voice recording that all billing inquiries must be made through email. I send the official cancellation email through the Acanac webform with a request to exercise my 30-day guarantee and to cancel immediately.
Apr 28 (4:47PM) -- I respond to Imelda to inform her that I've sent the official cancellation request.
Apr 28 (6:00PM) -- I go home to find my average speed has improved to 4.5Mb. I also find a message on my machine from TekSavvy support rep to let me know that they've been successful in raising my profile to 6Mb with Bell within a few hours of requesting for the profile change. I call them back to confirm my new improved speed, and thank them for their quick help.
Apr 29 (12:19PM) -- Imelda responds that Acanac Tech Support will be contacting me. (... I don't want to be contacted by tech support.. I want to cancel...). The official tech support ticket is also updated with "our manager will investigate the issue" and I will be contacted once the investigation is done.
Apr 30 -- I didn't realize the Acanac support emails were being filtered to my spam filter until Fred told me to check there. Without knowing they've responded with the message on April 29th, I get angry by sending an ultimatum with a deadline for April 30 at 1600hrs or else a chargeback with AMEX will be pursed. From the email in my spam folder, I follow it to their support ticket system to find out that they need permission from the supervisor and are "looking forward to hear from him". I update the support ticket system with the same ultimatum, that I didn't appreciate being charged on the same day I requested service (on a SATURDAY) but it takes DAYS of investigation for them return the money entitled to me by their own user agreement.
May 1 -- Ticket updated with support asking the manager to expedite the ticket. A short while later the cancellation is confirmed, though I'll have to wait until next week to double-check with AMEX to confirm the money has actually been refunded.

So my nightmare with Acanac comes to an end (hopefully... I'll wait until my confirmation with AMEX before rendering my final verdict).

For those who wish to try out Acanac, you'll find:

- If speeds keep up, you'll get a good deal for the first year
- If speeds drop, you'll face an almost impossible summit up resolution mountain
- I found their reps completely incapable, or uninterested, to help until you threaten to cancel
- Imelda in this forum responds with promptness, but her responses often seem canned. Her technical suggestions also do not seem well thought out.
- Cancellation procedures will eventually work, but you'll possibly face "stalling tactics" like what I experienced to either keep you as a customer (reasonable) or to let the 30-day guarantee lapse naturally (not so reasonable). I have no evidence for or against either assertion as I did not progress far enough to confirm either, but I'm sure the latter is not the case as if you send in your cancellation request within 30 days, they're pretty much contractually obligated to help
- TekSavvy has superior service, and can diagnose issues much faster and with much more willingness

On another note, fredsmith accused me of "whining" and that I'm not really entitled to my refund without actually learning about the facts of the situation. I take some responsibility for that since my previous posts may have not been completely clear, but what he said was harsh and completely inaccurate. My refund request was completely entitled under the 30-day guarantee in the Acanac user agreement, and it took them 3 full days to refund my money. Conversely, it took them only a few hours to charge my credit card for service.

I'll provide a final update when my refund is actually processed by AMEX.

Please feel free to post in response if more clarification is required.

[taile]

I just got my dry-loop activated yesterday, it was a smooth activation but there is something wrong with my speed! My download speed is only around 2mb/s and upload is 0.6mb/s! Am I just bad luck or what?! Can I request a cancellation because of this?!

[fredsmith]

I just got my dry-loop activated yesterday, it was a smooth activation but there is something wrong with my speed! My download speed is only around 2mb/s and upload is 0.6mb/s! Am I just bad luck or what?! Can I request a cancellation because of this?!
You don't need a reason to cancel, just as long as you do it within 30 days of placing your order..

Sounds like you've synced up at 3 megs - the speed depends on a number of factors, few of which are under Acanac's control.

You can open a ticket with the support page at acanac.ca and ask if that's the best that Bell can do . . .

[Imelda_Acanac]

It takes about 3 days to reach speeds from activation.
I can open a 'raise profile' ticket if necessary.

Imelda O. Suzara
Acanac Rep

I just got my dry-loop activated yesterday, it was a smooth activation but there is something wrong with my speed! My download speed is only around 2mb/s and upload is 0.6mb/s! Am I just bad luck or what?! Can I request a cancellation because of this?!

[taile]

It takes about 3 days to reach speeds from activation.
I can open a 'raise profile' ticket if necessary.

Imelda O. Suzara
Acanac Rep

Thank you! I also sent you a message which you already replied. If you can open a 'raise profile' ticket for me at the same time, that would be great!
Thanks a lot!

[obernewtyn]

So they ignored my question and told me to ship back the modem and they will replace it. This crap is taking too long.

Acanac is asking me to ship back the faulty modem. I don't know about using my own expense for them sending me there faulty modem.

Aren't they suppose to send in a prepaid box so I can mail this back?

Man, i sign up since on April 1st....it's becoming a nuisance.

[Imelda_Acanac]

I inquired from Shipping regarding modems for return/refund from
cancellation and also for exchanging faulty modems. The reply:
"All clients are responsible to return modems at their own cost.
They can also drop them at the office or store or send it in.
Regarding the faulty modems,usually support staff advise them
how to return it when they place the request for new modem.
Please email to shipping@acanac.com."
Store
1346 Bloor St. W, Toronto

Head Office
1650 Dundas Street East. Unit 204
Mississauga, Ontario L4X 2Z3

If you need help in following up with your speeds
and troubleshooting, please pm me your name and number.

Imelda O. Suzara
Acanac Rep


So they ignored my question and told me to ship back the modem and they will replace it. This crap is taking too long.

Acanac is asking me to ship back the faulty modem. I don't know about using my own expense for them sending me there faulty modem.

Aren't they suppose to send in a prepaid box so I can mail this back?

Man, i sign up since on April 1st....it's becoming a nuisance.

[obernewtyn]

I inquired from Shipping regarding modems for return/refund from
cancellation and also for exchanging faulty modems. The reply:
"All clients are responsible to return modems at their own cost.
They can also drop them at the office or store or send it in.
Regarding the faulty modems,usually support staff advise them
how to return it when they place the request for new modem.
Please email to shipping@acanac.com."
Store
1346 Bloor St. W, Toronto

Head Office
1650 Dundas Street East. Unit 204
Mississauga, Ontario L4X 2Z3

If you need help in following up with your speeds
and troubleshooting, please pm me your name and number.

Imelda O. Suzara
Acanac Rep

I don't want to rent their modem and wasting time to ship them back over and over again at my expense.
Can I get a refund of the modem when I ship it out or drop it off?

[Airbus]

just got the dry loop today, here is my speedtest

http://www.speedtest.net/result/467448817.png (http://www.speedtest.net)

[zander]

just got the dry loop today, here is my speedtest

http://www.speedtest.net/result/467448817.png (http://www.speedtest.net)

Very nice!

[fredsmith]

just got the dry loop today, here is my speedtest

http://www.speedtest.net/result/467448817.png (http://www.speedtest.net)

Interesting result . . . . however I noticed somthing just now when I went and ran a speed test for my connection.

The throughput was exactly what I expected, so no suprises there, but for all of the complaining in the threads here about connection speeds, the ISP average is about 5 megs . . . implying that, as expected those who are complaniing about speeds are in the extreme minority.

Otherwise the ISP averages would be less than what I get (I'm synced at 4 megs).

This, of course lends credence to the reality that speed limits are either the result of technical limitations tied to the client's location (cable losses or modem related) or situation or that Bell is manipulating the provisioning. Either way, it exhonerates Acanac.

[[H]ackerK]

http://www.speedtest.net/result/467614098.png

DSL Modem Status on Wed May 6 08:38:14 EDT 2009
Transceiver Revision: 4.2.0.11
Vendor ID Code: 4
Line Mode: G.DMT Mode
Data Path: Fast
Transceiver Information Down Stream Path Up Stream Path
DSL Speed (Kbits/Sec) 5056 800
Margin (dB) 16.0 13.0
Line Attenuation (dB) 8.5 7.0
Transmit Power (dBm) 3.7 9.2

[Ryu1]

I just got my dry-loop activated yesterday, it was a smooth activation but there is something wrong with my speed! My download speed is only around 2mb/s and upload is 0.6mb/s! Am I just bad luck or what?! Can I request a cancellation because of this?!

I got the same case.
Called tech support and said will issue a ticket with Bell. Hopefully will get it fixed soon.

EDIT: Fixed on next day and my result from speedtest is:

http://www.speedtest.net/result/467999658.png (http://www.speedtest.net)

is this below avg?

[Imelda_Acanac]

If you are exchanging a faulty one, they have to configure a new one for you.
If you are returning it because you have your own, they have to
make sure it is in working order before refunding you by credit card
or cheque, which takes about 2 weeks.

Imelda O. Suzara
Acanac Rep

I don't want to rent their modem and wasting time to ship them back over and over again at my expense.
Can I get a refund of the modem when I ship it out or drop it off?

[Imelda_Acanac]

I sent you a pm with the current speeds. If you want
to post results, you can do it using Acanac's or Speedtest.net.
It reached the speeds even without opening a 'raise profile' ticket.

Imelda O. Suzara
Acanac Rep

Thank you! I also sent you a message which you already replied. If you can open a 'raise profile' ticket for me at the same time, that would be great!
Thanks a lot!

[monsterru]

Hi,

I have seen someone post a renewal term for 2 years. Is there such a thing? I have contacted Acanac and they would not renew for 3 years best they can do is one year for 33.9x taxes in prepaid in full

Please let me know

[Airbus]

Hi,
how come my speed has dropped to 2mb?
http://www.speedtest.net/result/468217261.png (http://www.speedtest.net)

http://i44.tinypic.com/wgyfz8.jpg

It was very smooth on yesterday, the downstream was 5024, but it changed to 1984.... what's going on?

Thank you very much

[mingyang]

Hi,
how come my speed has dropped to 2mb?
http://www.speedtest.net/result/468217261.png (http://www.speedtest.net)

http://i44.tinypic.com/wgyfz8.jpg

It was very smooth on yesterday, the downstream was 5024, but it changed to 1984.... what's going on?

Thank you very much

Bell lowered your profile!

[X360]

Hi,
how come my speed has dropped to 2mb?

http://i44.tinypic.com/wgyfz8.jpg

It was very smooth on yesterday, the downstream was 5024, but it changed to 1984.... what's going on?

Thank you very much
Click the Advanced or Status tab to check the modem status (signal to noise and attenuation)... If they have good values, you can ask Acanac change the profile back to 5Mbit... otherwise Bell might kick and move you to the far away central office???

http://community.acanac.com/acanac/viewtopic.php?f=21&t=6619

[Airbus]

Click the Advanced or Status tab to check the modem status (signal to noise and attenuation)... If they have good values, you can ask Acanac change the profile back to 5Mbit... otherwise Bell might kick and move you to the far away central office???

http://community.acanac.com/acanac/viewtopic.php?f=21&t=6619

http://i41.tinypic.com/313629s.jpg

It is in "40dB-50dB", so it is good.

now, the downstream is getting worse, only 1.4mb.....

how come bell lowered my profile?

Thank you very much

[zander]

just got the dry loop today, here is my speedtest

http://www.speedtest.net/result/467448817.png (http://www.speedtest.net)

Hi,
how come my speed has dropped to 2mb?
http://www.speedtest.net/result/468217261.png (http://www.speedtest.net)

Just goes to show that Bell CAN provide high bandwidth, but caps everyone to some fictitious limit. Even the 5Mb "profile" cap is total BS these days.

Airbus, you should call Acanac support. They have to change your profile to the correct one (5Mb).

[taile]

I got the same case.
Called tech support and said will issue a ticket with Bell. Hopefully will get it fixed soon.

EDIT: Fixed on next day and my result from speedtest is:

http://www.speedtest.net/result/467999658.png (http://www.speedtest.net)

is this below avg?

I sent you a pm with the current speeds. If you want
to post results, you can do it using Acanac's or Speedtest.net.
It reached the speeds even without opening a 'raise profile' ticket.

Imelda O. Suzara
Acanac Rep

Thank you Imelda! Now I can get the same speed as Ryu1 posted!
The only concern right now is how come the BT DL speed is still the same, like 20~30kbs.:confused:

[fredsmith]

Thank you Imelda! Now I can get the same speed as Ryu1 posted!
The only concern right now is how come the BT DL speed is still the same, like 20~30kbs.:confused:
If you'd read this thread you'd know that Bell throttles Torrent traffic in the afternoons and evenings. You'd also know that they offer a tunneling workaround to Bell's imposed limits - by the way, that's something that Teksavvy does NOT offer for their supposedly better customer service at a higher price (apples to apples)

If you read the FAQ's and forums at Acanac as well, you would probably have already downloaded the solution and wouldn't be asking the question in the first place.

[taile]

If you'd read this thread you'd know that Bell throttles Torrent traffic in the afternoons and evenings. You'd also know that they offer a tunneling workaround to Bell's imposed limits - by the way, that's something that Teksavvy does NOT offer for their supposedly better customer service at a higher price (apples to apples)

If you read the FAQ's and forums at Acanac as well, you would probably have already downloaded the solution and wouldn't be asking the question in the first place.

Thanks a lot!:cheesygri

[X360]

http://i41.tinypic.com/313629s.jpg

It is in "40dB-50dB", so it is good.

now, the downstream is getting worse, only 1.4mb.....

how come bell lowered my profile?

Thank you very much
No, the numbers are bad... Just look at your DS margin = Signal to noise = 11dB... If it goes below 6dB, your DSL signal will drop and your internet will be disconnected...

If Bell raise your profile higher, the signal to noise will be lower...

I saw you got 10MBits at beginning, look like you on remote central office (near your house), and now Bell switch you out of the remote central office and move you to a far away central office (Bell give the remote central office for Bell's customer)... Since it is far away, Bell reduce your profile to keep signal to noise >= 6dB...

You can ask Acanac to request Bell to raise your profile up a bit, not sure at 5Mbit, your signal to noise will be >= 6dB...

For Acanac modem, usually it is bad modem... better keep it cool... If it is hot, then the signal to noise will drop a bit... You can try to buy a better modem like ST516 to see if the signal to noise improve...

But the best is if Acanac can request Bell to move you back to the remote central office...

[Airbus]

No, the numbers are bad... Just look at your DS margin = Signal to noise = 11dB... If it goes below 6dB, your DSL signal will drop and your internet will be disconnected...

If Bell raise your profile higher, the signal to noise will be lower...

I saw you got 10MBits at beginning, look like you on remote central office (near your house), and now Bell switch you out of the remote central office and move you to a far away central office (Bell give the remote central office for Bell's customer)... Since it is far away, Bell reduce your profile to keep signal to noise >= 6dB...

You can ask Acanac to request Bell to raise your profile up a bit, not sure at 5Mbit, your signal to noise will be >= 6dB...

For Acanac modem, usually it is bad modem... better keep it cool... If it is hot, then the signal to noise will drop a bit... You can try to buy a better modem like ST516 to see if the signal to noise improve...

But the best is if Acanac can request Bell to move you back to the remote central office...

Thank you very much

btw, my modem is Aztech from Acanac

[Imelda_Acanac]

There are differences in speeds tests
from Bell Portal which Acanac staff has access to,
to those that are online, to direct modem testing.
Here are my readings for this morning in Toronto.

Bell Portal Kbps
Downstream 5056
Upstream 800

Modem http://192.168.1.1
Ds 5056
Us 800

Acanac online http://www.acanac.ca/speedtest/
Download Speed: 87457 kbps (10932.1 KB/sec transfer rate)
Upload Speed: 15152 kbps (1894 KB/sec transfer rate)

Speedtest.net http://speedtest.net/
http://www.speedtest.net/result/468504917.png (http://www.speedtest.net)

Factors affecting speeds:
Distance from Central Office (CO) to home location -- 1.5Km and below can reach
the 5M speeds for residential. But farther away, means slower speeds.
Host with or without Remote -- better for speeds if the CO has a remote but some
COs are only Host without a remote booster
Time of testing -- 4pm to 2am peak hours and weekends with many users online
congests lines with data, plus Bell uses traffic management, so slower speeds
Quality of line -- old buildings with poor or old phone lines will be slower or
disconnect more but new buildings will have better lines so speeds may even
exceed 5M. Some buildings require extra inside wiring for dry loop.
Modem router -- Acanac sells and supports Lynx 210 (I use this) and Aztech600EU
but sometimes they are faulty and need to be exchanged. Some customers buy
another brand. If using certain routers, the modem may have to be 'Bridged'
to work with the router or frequent disconnects occur when incompatible.
Router -- some wireless routers can increase speeds like a booster from inside
home between the modem router, router and computers. I use Airport Express
which is capable of up to 54Mbps within 50ft range and 11Mbps within 150ft range,
and up to 10 computers connecting wirelessly.
Other equipment -- if using other equipment which have to share the bandwidth
in your home network, all the equipment will be sharing and thus have slower
for each.
Filters/splitters -- should not be between the phone jack and modem because
they interfere with the DSL connection. Make sure that the modem is directly
connected to the phone jack first, then the other equipment such as router
and computers after the modem. Filters can be between the phone and another
phone jack to cut out the DSL noise on phone.
TCP Optimizer -- http://www.speedguide.net/downloads.php can tune
computer for broadband internet connections
Viruses -- from the internet can slow down computers and internet connections
so have security anti-virus protection software on to block them. Be careful downloading.
Weather -- lightning and electrical storms can short circuit equipment so
be sure to use a powerbar for surges and outages.
Network Outages -- call Acanac Toll Free: 1-866-281-3538 x4
DSL Support to find out if it is down or not from crashes

[astrotrain]

I have been stuck at 2.5 mb/s since Sunday when the Acanac service started. When I contact Acanac support they tell me my service will be activated May 7th today which at that time my speed will improve. I am still at a lost of what that means. I tried connecting thru my router and direct modem to PC but still stuck at 2.5 sometimes way below that.

http://www.speedtest.net/result/468541163.png (http://www.speedtest.net)

[fredsmith]

I have been stuck at 2.5 mb/s since Sunday when the Acanac service started. When I contact Acanac support they tell me my service will be activated May 7th today which at that time my speed will improve. I am still at a lost of what that means. I tried connecting thru my router and direct modem to PC but still stuck at 2.5 sometimes way below that.

http://www.speedtest.net/result/468541163.png (http://www.speedtest.net)
Did you have DSL service provided by someone else before? If so, while you are logged in through Acanac, the carrier is provided by your old ISP.

That service is not reported completed doesn't mean that the work hasn't been done - your login account for Acanac has been active and accessible since you received the notice with the account information.

The speed you reported is within specification, since Acanac clearly informs clients that speeds are UP TO 5 Megabits and that they are limited by factors beyond Acanac's control.

You would appear to be provisioned to 3 megabits and there could well be reasons for this; Your previous ISP may have had you provisioned that way or your line conditions are such that 3 megs is as fast as you can be reliably provisioned.; Bell might be playing games.

Your uplink speed is a bit less than what I'd expect, but it all comes down to line performance and provisioning.

So the simplest thing is to open a ticket and tell them you seem to be provisioned for 3 megs (you can verify this if the modem you use has a status page that provides this information) and that you would like them to attempt to increase you to 5.

Of course you'd know this if you bothered to read any of the stuff that we've all been writing.

[bsobaid]

http://acanac.ca/google-promo.htm?gclid=CM71oPiEvZcCFQVfFQodjW7kSg

100 Gigs of Online Storage
12 month contract that you pay up front <$228 for the year
30 day money back policy if you don't like their services
<$34 (taxes in) a month after the one year deal is done
Unlimited downloads, No Capping :)


Don't know the expiry on this deal (NOTE: Looks like it ends January 31). So hurry up and get it. Worst case utilize their 30 day money back policy. Promo only available in Ontario and Quebec.


Here's a review of their services (82% approval rating);
http://www.dslreports.com/comments/2744


:cheesygriPlease ***********************************:cheesygri

Thanks.

BTW, I've had Acanac since Sunday and have had no disconnections and a smooth 5mb service so far. I was with TekSavvy prior and would disconnect at least once a day. We have 3 computers, 2 of them were running WoW without lagging and the other one ran smoothly as well. Best Internet I've ever had.

This thread is a lie!!!

They have a lots of other fees and this $19 fees is just for one year. From next year there fees go up to $45 or so. They had numerious outages last year.

[fredsmith]

Factors affecting speeds:

Distance from Central Office (CO) to home location -- 1.5Km and below can reach the 5M speeds for residential. But farther away, means slower speeds.

Note that Acanac does not GUARANTEE any specific speed and that the connection between Acanac and your home or business is not provided by Acanac, but rather by Bell Canada and as such Acanac has limited control over hat section of your connection.


Host with or without Remote -- better for speeds if the CO has a remote but some COs are only Host without a remote booster

Impacts only on the distance from the CO that a particular CO can provide services


Time of testiing -- 4pm to 2am weekdays and weekends with many users online congests lines with data, plus Bell uses traffic management, so slower speeds

Note that this applies to the connection from the DSLAM to the ISP and that WITHIN THE ISP speeds are rarely compromised. Unfortunately many web sites likewise become loaded during peak hours. That is one of the main reasons you should be testing to the speed test inside the Acanac domain.


Quality of line -- old buildings with poor or old phone lines will be slower or disconnect more but new buildings will have better lines so speeds may even exceed 5M. Some buildings require extra inside wiring for dry loop.

You can have poor lines in new buildings too. You can also have bad DSL filters and equipment that impacts on the DSL signals. The key is that DSL goes only 'so far' and is subject to local line conditions.


Modem router -- Acanac sells and supports Lynx 210 (I use this) and Aztech600EU but sometimes they are faulty and need to be exchanged. Some customers buy another brand. If using certain routers, the modem may have to be 'Bridged' to work with the router or frequent disconnects occur when incompatible.

OK, I'm not quite certain just what the point is for this one . . . but the fact is that modems are not all equal and Acanac has a specific modem or two that THEY support. Feel free to provide your own, but don't ask them for help if you do because they just don't know.


Router -- some wireless routers can increase speeds like a booster from inside home between the modem router, router and computers. I use Airport Express which is capable of up to 54Mbps within 50ft range and 11Mbps within 150ft range, and up to 10 computers connecting wirelessly.

What this has to do with Internet access speeds is beyond me. Even 802.11b has adequate throughput to fully occupy a typical Canadian DSL connection as things presently stand.

Install quality components on your LAN and you will be rewarded with a stable network and happy users.


Other equipment -- if using other equipment which have to share the bandwidth in your home network, all the equipment will be sharing and thus have slower for each.

But little, if any gear operates at lower than 10 megabits - connections to printers or servers are obviously going to benefit from speed improvements on the LAN.


Filters/splitters -- should not be between the phone jack and modem because they interfere with the DSL connection. Make sure that the modem is directly connected to the phone jack first, then the other equipment such as router and computers after the modem. Filters can be between the phone and another phone jack to cut out the DSL noise on phone.

A DSL filter is just that. A device that blocks the DSL signal from passing through.

The purpose of a DSL filter is eliminate the hissing noises you may hear from a phone plugged in to a DSL provisioned line. You would install one filter between each phone or answering or fax machine and the line itself. The DSL modem is connected directly to the line - no filter in line at all.

Note that if your home has a burglar alarm you want to make sure that you don't need a special type of bridging filter for the control panel. Contact your alarm company and tell them that you've installed DSL and ask them for their input. You do not want to find out when you get home from a trip or something and discover that your alarm was unable to call out because of the DSL signal. The same aplpies if you change your telephone service provider, even if your phone number has not changed.

Also, if you live in an apartment with a Enterphone system you might experience disconnects when the door system is active.


TCP Optimizer -- http://www.speedguide.net/downloads.php can tune computer for broadband internet connections

Yechh


Viruses -- from the internet can slow down computers and internet connections so have security anti-virus protection software on to block them. Be careful downloading.

There are some excellent free antivirus programs out there (www.free.grisoft.com) and you should scan your computer regularly with Spybot and Lavasoft's Adaware. Turn on your firewall and do not click on attachments in mail you don't know for certain are virus free. And no, don't bother opening those messages offering to grow your man parts, telling you that you've won the lottery or that you need to update your password and banking information. NEVER order drugs from online drug services sending unsolicited e-mails and such.

Weather -- lightning and electrical storms can short circuit equipment so be sure to use a powerbar for surges and outages.

All of your electronics would be well served to be plugged into quality surge suppressors, though splurging for things from Monster (for example) would be going way too far.

Plug your DSL modem's line into a surge suppressor as well


Network Outages -- call Acanac Toll Free: 1-866-281-3538 x4
DSL Support to find out if it is down or not from crashes

Much better than trying to send an e-mail through a dead connection!!!

[fredsmith]

This thread is a lie!!!

They have a lots of other fees and this $19 fees is just for one year. From next year there fees go up to $45 or so. They had numerious outages last year.

Wow, you sure are being slanderous!!

First of all they CLEARLY tell you that the $19 rate is promotional and for one year.

The subsequent year rates are CLEARLY indicated on their web site and, it is $34/month, by the way, not $45.

Second, unless you are too cheap to have a hardline, that's all there is. Otherwise you will need a way for them to get th signal to you - and that is a 'dry loop'.

Of course you will need a modem. You'll also need a computer. They won't provide the computer but you CAN borrow a modem from them if you like.

So, apologise to Imelda for being a jerk.

[Imelda_Acanac]

It takes about 3 days from activation to reach speeds.
If you want a followup, please pm me your name and number
so I can check in Bell Portal.

Imelda O. Suzara
Acanac Rep

I have been stuck at 2.5 mb/s since Sunday when the Acanac service started. When I contact Acanac support they tell me my service will be activated May 7th today which at that time my speed will improve. I am still at a lost of what that means. I tried connecting thru my router and direct modem to PC but still stuck at 2.5 sometimes way below that.

http://www.speedtest.net/result/468541163.png (http://www.speedtest.net)

[Totoriko]

Is anyone else getting really slow speeds when just browsing?
Some sites like facebook sometimes take about 20 seconds to load.

PS. To post this reply took about 20 seconds too after I submitted it.

[fredsmith]

Is anyone else getting really slow speeds when just browsing?
Some sites like facebook sometimes take about 20 seconds to load.

PS. To post this reply took about 20 seconds too after I submitted it.
Not me.

Unfortunately, your question isn't one with a simple answer;

- Your computer could be busy - and there are lots of possible reasons for that
- A link somewhere between where you are and the destination could be busy
- Your DNS cache might have had to be refereshed and THAT might have taken time
- You might have had issues with your router
- There could be noise on your DSL line
- A packet might have been lost, requiring retransmission
- Your computer might not be set up optimally.

and so on . . .

[Totoriko]

Not me.

Unfortunately, your question isn't one with a simple answer;

- Your computer could be busy - and there are lots of possible reasons for that
- A link somewhere between where you are and the destination could be busy
- Your DNS cache might have had to be refereshed and THAT might have taken time
- You might have had issues with your router
- There could be noise on your DSL line
- A packet might have been lost, requiring retransmission
- Your computer might not be set up optimally.

and so on . . .

Thanks for the reply but I'm fairly sure it isn't my PC. I've tested with both Firefox and Chrome. My router is plugged directly to the modem and to my PC.
I was with Rogers until 3 weeks ago and browsing was fast. The PC hardware and sofware haven't changed since.
My download speed using Acanac's speed test is 5601kbps this morning, which seems fine. It's just http browsing that seems very sluggish on some sites.
Posting this reply timed out on Chrome (it stuck on 'Waiting for www.redflagdeals.com') and I had to resubmit twice

[astrotrain]

It takes about 3 days from activation to reach speeds.
If you want a followup, please pm me your name and number
so I can check in Bell Portal.

Imelda O. Suzara
Acanac Rep


Thank you Imelda for your PM. I will wait for a couple of days as you suggest to see if my speed improves consistently. If it doesn't I will contact you.

Odd, yesterday night there was a brief window where my speeds reached 4.7 mb/s for the first time I had the service but today is back down under 2.5. The speeds through out any given day is very erratic sometimes just under 2.5 sometimes I am below 1 mb/s. The number of years I've been with Bell my speeds have always remain consistent just under 5mb/s no matter the time of day. Hope it will be the same with your service.

Thanks again.

[jamewoong]

Wow, you sure are being slanderous!!

First of all they CLEARLY tell you that the $19 rate is promotional and for one year...

i think ignorant people got billed the extra cost... come on guys, we are in 2009, please start to learn how to read if you still dont know...

as fred said, it is clearly state in blank paper / black ink that the 1st year is for promotional and you need to cancel it at the right time, otherwise... bla bla bla... let ya read the rest...

[mech9t5]

Thank you Imelda for your PM. I will wait for a couple of days as you suggest to see if my speed improves consistently. If it doesn't I will contact you.

Odd, yesterday night there was a brief window where my speeds reached 4.7 mb/s for the first time I had the service but today is back down under 2.5. The speeds through out any given day is very erratic sometimes just under 2.5 sometimes I am below 1 mb/s. The number of years I've been with Bell my speeds have always remain consistent just under 5mb/s no matter the time of day. Hope it will be the same with your service.

Thanks again.

sounds exactly like what my speeds were. It won't get better. Unfortunately, i was past my 30 days and couldn't get my money back.

[YoungDr3amer]

I hope there's another 3rd party DSL provider next year after my first year with Acanac ends. I would hate to pay an additional $15/month for dsl.

*crosses fingers*

[Jai_Ho]

Most of the DELL Customer Service Rep are kind enough to offer you 3-month free internet access from BELL even though no PC was purchase from them. Just ask nicely. :lol:

thx.will try this.

[can2000]

My one year contract will be expired soon. Just wonder what's best price to renew it?
Thanks!

[tomtomtom]

My one year contract will be expired soon. Just wonder what's best price to renew it?
Thanks!

You may as well check your credit card statement online right away. You might have been renewed automatically :lol:

[can2000]

You may as well check your credit card statement online right away. You might have been renewed automatically :lol:

hehe, not so soon. Contract should be ended in July.

How much to renew it usually? The connection and speed is quite satisfied me so far.
thanks

[brutus1]

They absolutely DO tell you about the automatic renewal and they DO tell you what the rates are. The reality is that *YOU* don't read things or bother to educate yourself before hitting the send key.

Referrals? Want to know where you stand? Ask. SOmething's missing? Tell them and provide some documentation - since the referred party makes the referral, they confirm to HIM, even though you are the benficiary.

Speed is a function of the phone line - you can get up to 5 megs moden signalling rate (which, by the way is how things are rated). So you ca get to about 4.2 megs net on a speed test, but often if there is instability or you are farteher than idal from the CO, you will be operating at lower rates - this is a DSL thing, NOT an Acanac one. The DSL network is operated by Bell Canada in Quebec and Ontario, no matter who your ISP is.

Billing? You place an order and they charge your credit card. Unfortunately they start the clock ticking with your order and not with the start of service - no one likes that. But then the price is low enough in the first year that it really doesn't matter - except when it comes to two key dates.

1. The 30 day window cancellation with full refund
2. The annual renewal at the end of the year.

If you have any intention of cancelling, you'd better not do it on the last day and you should do it knowing what dates they use or you are locked in (dosort of - they often do bend the rules and let yuou out if you were too lazy to note the billing date on the invoice they e-mail you).

Note that Cogeco and the other first tier provider often have a 30 day window for cancellation - you can't cancel earlier and you can't cancel later.

Be careful of bundles. They are ofteninclude only 'lite' or capped packages.

As to where I buy my vacations? Bob is at the bottom of MY list I do my own research and usually use Expedia or Travelocity - or I go straight to the resort's web site.

Oh, and since it was raised as a topic in the post, note that Acanac has a pretty generous referral program. if you refer someone and they stay past the intial 30 day point and (after that point) send in a referral ticket to billing telling Acanac that they are referring you, you will get a one month extension of your contract at no extra charge for up to 9 months - with the 10th, service is outright free.

It isn't as simple as it sounds. I'm still short a couple after 3 years - lots of people either don;t bother sending in the referral and many people don;t move over to the ISP even if it is a great deal for the first year and a good deal for the followng ones.

Sounds like your bi-weekly paystub is from Acanac.... :lol: SHILLLLLLLL

[Contele]

I joined Acanac in the middle of April this year. There were not problems with connection. I used my modem 2wire and signed up all the time in my computer. I did the set up for the 2wire modem but I was not successful to use my home network. I decided to call Acanac and ask some technical questions. A very nice lady answered to all my questions. I thought before calling them I would not get the expected results because I use my own modem. I was wrong. She was very helpful and didn’t worry if I use a modem from Acanac or my own. Thanks again ACANAC.

I am very happy because I do not need to call Bell and argue with them two or three times every month. I gave them notice in February 12 to cancel my internet subscription and they still wanted to force me to be their customer. After the expiring date March 28, Bell did not cancel my subscription until April 20.

[fredsmith]

Sounds like your bi-weekly paystub is from Acanac.... :lol: SHILLLLLLLL

I could care less what it *sounds* like.

The reality is that all I do is to provide information, help to those who are having trouble and I correct misconceptions and wonder at the likes of people like you who seem to get their jollies from contributing NOTHING.

Feel free to think of me as a shill - doesn't make any difference to me. However you sir, are a Troll.

[fredsmith]

hehe, not so soon. Contract should be ended in July.

How much to renew it usually? The connection and speed is quite satisfied me so far.
thanks

If you go to the web site you'll find that the 'regular' rates apply - an annual renewal is 12x33.95= 407.40 for the year, tax included. If you have dry loop, then you need to add that to the number.

You can opt for monthly, 3 month and 6 month terms too. They cost more, but if you are short on scratch, the hit to your credit card is reduced. You need to let them know before your term expires or they will automatically charge your card.

Note that if you have any referrals, this is a good time to make sure they've been credited, because each one pushes back your renewal date by one month.

[fredsmith]

Thanks for the reply but I'm fairly sure it isn't my PC. I've tested with both Firefox and Chrome. My router is plugged directly to the modem and to my PC.
I was with Rogers until 3 weeks ago and browsing was fast. The PC hardware and sofware haven't changed since.
My download speed using Acanac's speed test is 5601kbps this morning, which seems fine. It's just http browsing that seems very sluggish on some sites.
Posting this reply timed out on Chrome (it stuck on 'Waiting for www.redflagdeals.com') and I had to resubmit twice
I wonder if there might not be some nugget of information in your statement that it is *some sites* that cause the problem.

Could you have some strange route entries in your PC? What is your ping time to Acanac?

One thing I've used in the past to clean up my IP stack when my PC has gotten weird is a freeware program called "XP TCP/IP repair" which resets the IP stack and clears the routes tables . . . I got it here: http://www.xp-smoker.com/freeware.html

[fredsmith]

I hope there's another 3rd party DSL provider next year after my first year with Acanac ends. I would hate to pay an additional $15/month for dsl.

*crosses fingers*

I certainly never found one . . . and I looked long and hard before renewing.

Keep in mind that that ISP has to serve Quebec/Ontario and the market just isn't all THAT big to support cut throat promotional discounting.

However even the renewal rate of $34 all-inclusive compares very favourably with virtually everyone out there, especially considering there is no cap.

Plus I pick up a referral here and a referral there and hopefully one day I'll have my 10 - and from then on it'll be *free*.

[fredsmith]

I just noticed that the descriptors on the Acanac web site states that there is no traffic shaping.

Hmm . . . but there IS traffic shaping. Bell absolutely throttles - and this flies in the face of the statement.

Imelda;

You might want to have the powers edit the web site to reflect the reality.

[YoungDr3amer]

fred smith, you sir, are very informative and selfless. Kudos to fred smith :D

[fng303]

fred smith, you sir, are very informative and selfless. Kudos to fred smith
fredsmith is a very patient man and would make a good teacher.
A lot of people are in kindergarten and want to be spoon-fed.
I renewed with Acanac last October for 2 years, paid upfront and
the rate was $25/month. Hopefully Acanac will be around.
My download rate is around 3Mb not 5Mb but I do not mind.

[DealsBuster]

fredsmith is a very patient man and would make a good teacher.
A lot of people are in kindergarten and want to be spoon-fed.
I renewed with Acanac last October for 2 years, paid upfront and
the rate was $25/month. Hopefully Acanac will be around.
My download rate is around 3Mb not 5Mb but I do not mind.

Wow thats is a good rate, How did you get $25? Do you have to bargain? or 2 yrs contract the rate is $25 per month?

[fredsmith]

fredsmith is a very patient man and would make a good teacher.
A lot of people are in kindergarten and want to be spoon-fed.
I renewed with Acanac last October for 2 years, paid upfront and
the rate was $25/month. Hopefully Acanac will be around.
My download rate is around 3Mb not 5Mb but I do not mind.

Sounds like you are synched at 4 megs - same as me. It is a question of line quality.

I personally have no doubts that they will be around - then again, should the'worst' occur and Acanac go out of business for some reason, so long as you get 2/3 of the period, you will be ahead financially.

[fredsmith]

Wow thats is a good rate, How did you get $25? Do you have to bargain? or 2 yrs contract the rate is $25 per month?

It was a special retention rate that is no longer available.

[nabate]

If they don't end up around in 6 months time... just do a chargeback on your Visa....

Sounds like you are synched at 4 megs - same as me. It is a question of line quality.

I personally have no doubts that they will be around - then again, should the'worst' occur and Acanac go out of business for some reason, so long as you get 2/3 of the period, you will be ahead financially.

[fredsmith]

If they don't end up around in 6 months time... just do a chargeback on your Visa....

Nope - you have 30 days from statement for that.

[Imelda_Acanac]

I checked your current sync speeds which are more
than 5M, so it is not the reason why your browsing
is slow. You may have to optimize with software
http://www.speedguide.net/downloads.php, or run
an anti-virus to get rid of spyware or viruses that
slow down computer. Or maybe the DNS is still
set to your previous ISP, or a firewall security setting?
Read http://community.acanac.com/acanac/viewtopic.php?f=21&t=6005&start=0&st=0&sk=t&sd=a&hilit=slow+browsing
and http://www.exetel.com.au/c_slowweb.php

Imelda O. Suzara
Acanac Rep

Thanks for the reply but I'm fairly sure it isn't my PC. I've tested with both Firefox and Chrome. My router is plugged directly to the modem and to my PC.
I was with Rogers until 3 weeks ago and browsing was fast. The PC hardware and sofware haven't changed since.
My download speed using Acanac's speed test is 5601kbps this morning, which seems fine. It's just http browsing that seems very sluggish on some sites.
Posting this reply timed out on Chrome (it stuck on 'Waiting for www.redflagdeals.com') and I had to resubmit twice

[Totoriko]

I checked your current sync speeds which are more
than 5M, so it is not the reason why your browsing
is slow. You may have to optimize with software
http://www.speedguide.net/downloads.php, or run
an anti-virus to get rid of spyware or viruses that
slow down computer. Or maybe the DNS is still
set to your previous ISP, or a firewall security setting?
Read http://community.acanac.com/acanac/viewtopic.php?f=21&t=6005&start=0&st=0&sk=t&sd=a&hilit=slow+browsing
and http://www.exetel.com.au/c_slowweb.php

Imelda O. Suzara
Acanac Rep

I'll check these out when I get home. Cheers

[25jai]

Imelda, i sent you a PM and would like a reply on it, regarding my profile being lowered to 3000/800. This started about a week ago i believe.

[Imelda_Acanac]

I pm you the ticket number.

Imelda O. Suzara
Acanac Rep

Imelda, i sent you a PM and would like a reply on it, regarding my profile being lowered to 3000/800. This started about a week ago i believe.

[Imelda_Acanac]

Acanac's customers are increasing currently.
However, according to Retention department:
if customer pays by Credit card than they are covered
but if they pay by cash or certified check than like any
other company, it would be lost.'

Imelda O. Suzara
Acanac Rep

If they don't end up around in 6 months time... just do a chargeback on your Visa....

[jamewoong]

fredsmith is a very patient man and would make a good teacher.
A lot of people are in kindergarten and want to be spoon-fed.
I renewed with Acanac last October for 2 years, paid upfront and
the rate was $25/month. Hopefully Acanac will be around.
My download rate is around 3Mb not 5Mb but I do not mind.

i'm not sure with who u are dealing with, but my friend tried to get a 2 year term with them and they didnt allow. so, may be ur info is bias.

[jamewoong]

hehe, not so soon. Contract should be ended in July.

How much to renew it usually? The connection and speed is quite satisfied me so far.
thanks

here's the info i got from my friend (rate after your 1st year is ended):

1 month @ 39.95
3 month @ 37.95
6 month @ 35.95
12 month @ 33.95

All prices include taxes and all rates that are more than 1 month are required to be paid in full up front.

[Imelda_Acanac]

Bell controls the lines, especially during heavy traffic use 4pm to 2am and weekends.
All its wholesale phone DSL ISPs are affected with their end-users/customers.
"The Canadian Radio-television and Telecommunications Commission (CRTC) today
announced that it has denied the Canadian Association of Internet Providers' (CAIP)
request that Bell Canada cease the traffic-shaping practices it has adopted for its
wholesale Gateway Access Service."
http://www.crtc.gc.ca/eng/news/releases/2008/r081120.htm
Acanac tries to work around this with its free online pc and a secure shell tunnel
http://acanac.ca/SSH-Tunnel-U.htm or its paid online pc VPS
http://acanac.ca/more-info-pc.htm .

Imelda O. Suzara
Acanac Rep

I just noticed that the descriptors on the Acanac web site states that there is no traffic shaping.

Hmm . . . but there IS traffic shaping. Bell absolutely throttles - and this flies in the face of the statement.

Imelda;

You might want to have the powers edit the web site to reflect the reality.

[Imelda_Acanac]

Feel free to pm me your name and number to find out
about your speed profile if anything can be done to improve
them.
There was a 2 year renewal retention term which is no longer
offered. If you paid by credit card, it is covered if Acanac goes
bankrupt.

Imelda O. Suzara
Acanac Rep

fredsmith is a very patient man and would make a good teacher.
A lot of people are in kindergarten and want to be spoon-fed.
I renewed with Acanac last October for 2 years, paid upfront and
the rate was $25/month. Hopefully Acanac will be around.
My download rate is around 3Mb not 5Mb but I do not mind.

[Imelda_Acanac]

As per Acanac's User Agreement, renewals are automaticly
charged to credit card, unless the customer decides to change
to shorter terms or cancel before the renewal date.
The cheapest price to renew on 2nd year is the prepaid one year term.

Please read http://acanac.ca/DSL-Terms.htm and
http://acanac.ca/User-Agreement.html

Imelda O. Suzara
Acanac Rep

My one year contract will be expired soon. Just wonder what's best price to renew it?
Thanks!

[misters]

Is there a way to find out if Acanac offers isp services in my area?

[fredsmith]

Bell controls the lines, especially during heavy traffic use 4pm to 2am and weekends.
All its wholesale phone DSL ISPs are affected with their end-users/customers.
"The Canadian Radio-television and Telecommunications Commission (CRTC) today
announced that it has denied the Canadian Association of Internet Providers' (CAIP)
request that Bell Canada cease the traffic-shaping practices it has adopted for its
wholesale Gateway Access Service."
http://www.crtc.gc.ca/eng/news/releases/2008/r081120.htm
Acanac tries to work around this with its free online pc and a secure shell tunnel
http://acanac.ca/SSH-Tunnel-U.htm or its paid online pc VPS
http://acanac.ca/more-info-pc.htm .

Imelda O. Suzara
Acanac Rep

Exactly, so edit your web site to remove the 'no throttle' claims and you'll be right. You may offer workarounds, but the reality is that Torrent traffic IS throttled and your promotion says that none takes place.

[fredsmith]

Is there a way to find out if Acanac offers isp services in my area?


Just go to www.bell.ca and use their service calculator - enter your phone number and it will tell you if they service your area.

If you were planning to use dry loop, enter your immediate neighbour's phone number instead.

[champlinD]

As per Acanac's User Agreement, renewals are automaticly
charged to credit card, unless the customer decides to change
to shorter terms or cancel before the renewal date.
The cheapest price to renew on 2nd year is the prepaid one year term.

Please read http://acanac.ca/DSL-Terms.htm and
http://acanac.ca/User-Agreement.html

Imelda O. Suzara
Acanac Rep

You should change that agreement. It sounds suspicious and shady even though technically its not. Personally I think its malpractice and thats why I wont go near acanac.

[Betray]

can anyone tell me where to get a good modem with these guys.. something thats returnable if this fails in the 30days i have

[Imelda_Acanac]

Acanac only supports equipment it sells which are
also refundable -- Lynx 210 or Aztech600EU $49.95.

Imelda O. Suzara
Acanac Rep

can anyone tell me where to get a good modem with these guys.. something thats returnable if this fails in the 30days i have

[tomtomtom]

can anyone tell me where to get a good modem with these guys.. something thats returnable if this fails in the 30days i have

Get a TP-Link 8810 or 8816. I am using it, it is rock solid, highly recommended. It sells for $20-$25

[Imelda_Acanac]

Since Bell does the throttling, maybe their website should
inform the public if you suggest it to them. Acanac is not
responsible for traffic management as it is only a wholesale
customer of Bell's, like all ISPs which use phone lines.

Imelda O. Suzara
Acanac Rep

Exactly, so edit your web site to remove the 'no throttle' claims and you'll be right. You may offer workarounds, but the reality is that Torrent traffic IS throttled and your promotion says that none takes place.

[Imelda_Acanac]

If you call 1 866 281 3538 x1 for Sales, and give your location
the sales staff can tell you if Acanac serves your area and the
approximate speeds possible (usually dependent on the distance
between your location and the Bell central office serving your area).

Imelda O. Suzara
Acanac Rep

Is there a way to find out if Acanac offers isp services in my area?

[fredsmith]

Since Bell does the throttling, maybe their website should
inform the public if you suggest it to them. Acanac is not
responsible for traffic management as it is only a wholesale
customer of Bell's, like all ISPs which use phone lines.

Imelda O. Suzara
Acanac Rep

Look, I don't want to get into a contest of wills, but YOUR advertising says there is no throttling. It doesn't say "Bell might throttle, but Acanac doesn;t impose any limits of it's own".

As such, you cannot claim "there is no throttling". Because there IS. It isn't WHO does it. It is that is it done.

I didn't suggst you proclaim that there is throttling, just that you not say there there isn't any, because THAT is incorrect.

Now, if YOU, as Bell's client choose to ask the CRTC to have Bell post an explanation for your clients, feel free - you can always put a link on your web site with the proclamation that 'there is throttling, but it is Bell's fault'.

[Imelda_Acanac]

Since there is an important business relationship between
Bell which manages the phone lines, and Acanac and other ISPs
which retail DSL internet using the phone lines, it would not
really be wise for staff to post anything publicly that potentially jeopardizes
this relationship. However, customers and neutral organizations/corporations
such as CRTC, are free to complain or compliment companies if
it is an honest opinion that can eventually improve a problem and offer
a solution. Traffic management allows all users some access to the
internet during peak hours albeit at slower speeds, but the heavy users
who download and watch games and movies will hopefully choose other
methods or times to do what they want. The light or average user who uses
the internet for email, chat, or research probably does not even notice.

Acanac's workaround to the throttling is the SSH Tunnel, which is
discussed in the Community Forum
http://community.acanac.com/acanac/viewtopic.php?f=21&t=5903&start=0&st=0&sk=t&sd=a&hilit=throttle.

Imelda O. Suzara
Acanac Rep

Look, I don't want to get into a contest of wills, but YOUR advertising says there is no throttling. It doesn't say "Bell might throttle, but Acanac doesn;t impose any limits of it's own".

As such, you cannot claim "there is no throttling". Because there IS. It isn't WHO does it. It is that is it done.

I didn't suggst you proclaim that there is throttling, just that you not say there there isn't any, because THAT is incorrect.

Now, if YOU, as Bell's client choose to ask the CRTC to have Bell post an explanation for your clients, feel free - you can always put a link on your web site with the proclamation that 'there is throttling, but it is Bell's fault'.

[4public]

Hi,
I am going to buy dry DSL from acanac for 4 months
How much will it cost me in the bill? (37.90 + 8) * 4 ?
3 month term is inly for 3 month or between 3 and 5 months?
Naked line 8$ is with tax or taxes above?
Thanks

[Mayoo]

UPDATE : Completed 3years with Acanac .. got them when i was at ottawa and now moved to mississauga .. very satisfied for that price !!!!

[Imelda_Acanac]

Acanac for 3 months is $37.95 month x 3 months,
and dry loop is $8 month. The monthly term is $39.95.
So if you need 4 months, you can get the 3 months plus 1 month.
All prices include taxes. You will need a DSL modem too.
Read terms http://acanac.ca/DSL-Terms.htm

Imelda O. Suzara
Acanac Rep

Hi,
I am going to buy dry DSL from acanac for 4 months
How much will it cost me in the bill? (37.90 + 8) * 4 ?
3 month term is inly for 3 month or between 3 and 5 months?
Naked line 8$ is with tax or taxes above?
Thanks

[Airbus]

Hi,
how can I access to the new SSH Tunnel, tunnel.acanac.net?

I've entered the correct user name and password, but it keeps saying my password is incorrect. I am sure the user name and pw that I've entered is correct!

Thank you very much

[RSX-S]

Imelda_Acanac,

My girl friend is currently a (dissatisfied) Acanac customer. I though I'll post her experience here to get some attentions as your billing department do not take phone calls and has ignored her emails.

She has intermittent disconnection issue with her Acanac residential DSL service. She has contacted your support team almost every week. There has been numerous on-site visit by Bell technician and two modems sent to her. The problem have not been resolved after about 5 months.

She is currently in the middle of a prepaid 1yr contract. What is the your policy regarding customer that does not receive the adequate level of service they are paying for? Refund? A

Asking her to call tech support again is not what I want to hear, as we've already given them 5 months to resolve the issue. I am an IT Sys Admin and I've done enough tests to eliminate her PC and router as the source of problem.

It will be appreciated if we can speak with your billing department. They don't have a number to call and they have not replied to emails that we sent. If you are willing to help, please send me a private message and I will provide the account/contact info.

[fredsmith]

Imelda_Acanac,

My girl friend is currently a (dissatisfied) Acanac customer. I though I'll post her experience here to get some attentions as your billing department do not take phone calls and has ignored her emails.

She has intermittent disconnection issue with her Acanac residential DSL service. She has contacted your support team almost every week. There has been numerous on-site visit by Bell technician and two modems sent to her. The problem have not been resolved after about 5 months.

She is currently in the middle of a prepaid 1yr contract. What is the your policy regarding customer that does not receive the adequate level of service they are paying for? Refund? A

Asking her to call tech support again is not what I want to hear, as we've already given them 5 months to resolve the issue. I am an IT Sys Admin and I've done enough tests to eliminate her PC and router as the source of problem.

It will be appreciated if we can speak with your billing department. They don't have a number to call and they have not replied to emails that we sent. If you are willing to help, please send me a private message and I will provide the account/contact info.
Having posted what you did, why not just PM Imelda with the account information directly?

While you're waiting for an answer, here's my take on your post. 5 months is indeed a long time to wait. When you mail <billing@acanac.com> do you get an automatic acknowledgement? If not, is your return address set properly? Is the reply mail being trapped by a SPAM filter?

Why am I asking? Because the system generates that reply and provides a ticket. If they've been 'ignoring you' then it is more than likely an issue at *your* end.

Are you sending mail or are you filling in the web form? Maybe if you are sending mail you are addresing it wrong? Sending to the wrong address doesn't aumatically generate a rejection message and if it did, again it might be trapped by your filters or those of your e-mail provider (which may well not be Acanac).

Q: Is she losing DSL carrier? Or is she simply being logged out? One would be a Bell Issue, the other . . . who knows? WHat do the modem stats say?

Are you using the modem as the PPOE device? Or the router? If it is the router, how have you eliminated it as the cause of the problem?

[paul_rfd]

Here my dslreports (http://www.dslreports.com/comment/2744/73902?r=410)>

+ "Cheap at $20 by month"
- "Bad customer service & technician support. No French support"
"Too much trouble for this economy"

It start with a modem that doesn't work. After many phone call and emails I succeed to have a good modem. But another troubles. Slow web browsing etc... No French support.
Acanac forum can be helpful but in my case doesn't help truly.

I am very patient and I stay 1 year with this ISP contract. When I decided to switch to another ISP (Teksavvy) and not renew my contract but just pay 1 month more. They cut my access. I sent back the modem at my expense and they asked to send back in perfect condition which one defective they sent to me. Trouble trouble ...

Awfull customer service !
Technician support is worst than technician 1st level Bell Canada ("reboot and reset your modem"). Lol

If you are very cheap, share wifi access with your neighbour because $20 is too expensive for this poor service.

[Imelda_Acanac]

I asked the Sales Manager and referred to the User Agreement
'Acanac Inc. understands that due to the nature of our technology
and affiliations with other partners, issues can occur which are
out of our control. In such cases Acanac Billing department may
choose at our sole discretion to grant refunds on a case by case basis.'
She said your girlfriend should contact billing@acanac.com herself
using the email registered with Acanac. "(She) has to email from the email
on her account... we can't accept requests from someone who isn't a customer."

But if you need my assistance since I am assigned to be Acanac's
representative in Redflagdeals, ask her to email me imeldas@acanac.com
or to pm me her name and number so I can check her account and repair ticket history.
Usually within the first 30 days, the 30 day money back guarantee applies
if the customer is dissatisfied for any reason. Did the problems occur from
the start or after the initial 30 days? There is usually no refund after
the first 30 days. Please read User Agreement http://acanac.ca/User-Agreement.html.

Imelda O. Suzara
Acanac Rep

Imelda_Acanac,

My girl friend is currently a (dissatisfied) Acanac customer. I though I'll post her experience here to get some attentions as your billing department do not take phone calls and has ignored her emails.

She has intermittent disconnection issue with her Acanac residential DSL service. She has contacted your support team almost every week. There has been numerous on-site visit by Bell technician and two modems sent to her. The problem have not been resolved after about 5 months.

She is currently in the middle of a prepaid 1yr contract. What is the your policy regarding customer that does not receive the adequate level of service they are paying for? Refund? A

Asking her to call tech support again is not what I want to hear, as we've already given them 5 months to resolve the issue. I am an IT Sys Admin and I've done enough tests to eliminate her PC and router as the source of problem.

It will be appreciated if we can speak with your billing department. They don't have a number to call and they have not replied to emails that we sent. If you are willing to help, please send me a private message and I will provide the account/contact info.

[marnoch]

Imelda_Acanac,

My girl friend is currently a (dissatisfied) Acanac customer. I though I'll post her experience here to get some attentions as your billing department do not take phone calls and has ignored her emails.

She has intermittent disconnection issue with her Acanac residential DSL service. She has contacted your support team almost every week. There has been numerous on-site visit by Bell technician and two modems sent to her. The problem have not been resolved after about 5 months.

She is currently in the middle of a prepaid 1yr contract. What is the your policy regarding customer that does not receive the adequate level of service they are paying for? Refund? A

Asking her to call tech support again is not what I want to hear, as we've already given them 5 months to resolve the issue. I am an IT Sys Admin and I've done enough tests to eliminate her PC and router as the source of problem.

It will be appreciated if we can speak with your billing department. They don't have a number to call and they have not replied to emails that we sent. If you are willing to help, please send me a private message and I will provide the account/contact info.

I had this same problem with Bell and after replacing all the filters on the phones in my house the problem went away. What it seemed to be was that the phones were interfering with the ADSL connection.

[Imelda_Acanac]

You can contact DSL Support by website form
https://www.acanac.com/support/contactus.php
or by email dslsupport@acanac.com and they can
instruct you how to access it.
Please read http://acanac.ca/SSH-Tunnel-U.htm and
watch the Flash tutorial and read the new tunnel guide
http://community.acanac.com/acanac/viewtopic.php?f=21&t=8491&start=0&st=0&sk=t&sd=a

Imelda O. Suzara
Acanac Rep

Hi,
how can I access to the new SSH Tunnel, tunnel.acanac.net?

I've entered the correct user name and password, but it keeps saying my password is incorrect. I am sure the user name and pw that I've entered is correct!

Thank you very much

[frank796]

Bit offtopic, but is there any developpement with the CRTC and Bell's demand to change pricing for competitors using their infrastructures. If not, when can we expect to get news from that?

I'm currently with videotron and I'm fed of paying near 43$ + taxes for only 20gig per month of download. I have been with them for near 10years now I think and it hasn't changed since then. I'm waiting to see if competitors price are changed or a cap of 60gig is added. Basically wether I go with Bell or a competitor.

Thanks

[Imelda_Acanac]

I asked the Billing and Retention Manager and this is his reply:
"The reason that we use the auto renewal is as follows. It's less paper work
and it's easier to just deal with the people that do not want to renew or
fail then it is with the ones that are expecting to renew automatically as
it states in the user agreement."

Those who are satisfied with Acanac's internet service would automatically
renew it through the years as the prices are discounted on long terms such
as the prepaid full year. But those who are having internet problems are the
ones we tend to communicate with more until they are satisfied or cancel.
Like having a phone or cable service, internet service has become a basic
and companies assume customers will continue if satisfied until they decide
to cancel or switch ISP for various reasons. Phone and cable companies
send monthly bills which is a lot of paper work, but Acanac has the option
of prepaid full year at a discount so that means less paper work done once a year.
Prior notice by customers for cancellation so that companies do not automaticly
renew is standard business practice, although sometimes companies are the ones
who cancel when customers do not pay. Customers should remember their
order date which is their renewal date and IF they decide to cancel, they should email
Acanac before this date to ensure that they will not be automaticly renewed at
that date.
For customers who are concerned about using their credit cards for auto payments,
these are the other methods of payment accepted:
cash at the store, money order and certified cheque mailed to head office.

Imelda O. Suzara
Acanac Rep

You should change that agreement. It sounds suspicious and shady even though technically its not. Personally I think its malpractice and thats why I wont go near acanac.

Quote:
Originally Posted by Imelda_Acanac View Post
As per Acanac's User Agreement, renewals are automaticly
charged to credit card, unless the customer decides to change
to shorter terms or cancel before the renewal date.
The cheapest price to renew on 2nd year is the prepaid one year term.

Please read http://acanac.ca/DSL-Terms.htm and
http://acanac.ca/User-Agreement.html

Imelda O. Suzara
Acanac Rep

[tomtomtom]

^ That's some lamest excuses I have seen so far.

BRAVO !

[Betray]

is there better support with the business plan?
i have to make sure there is no downtime.

[S150PM]

I asked the Billing and Retention Manager and this is his reply:
"The reason that we use the auto renewal is as follows. It's less paper work
and it's easier to just deal with the people that do not want to renew or
fail then it is with the ones that are expecting to renew automatically as
it states in the user agreement."

Those who are satisfied with Acanac's internet service would automatically
renew it through the years as the prices are discounted on long terms such
as the prepaid full year. But those who are having internet problems are the
ones we tend to communicate with more until they are satisfied or cancel.
Like having a phone or cable service, internet service has become a basic
and companies assume customers will continue if satisfied until they decide
to cancel or switch ISP for various reasons. Phone and cable companies
send monthly bills which is a lot of paper work, but Acanac has the option
of prepaid full year at a discount so that means less paper work done once a year.
Prior notice by customers for cancellation so that companies do not automaticly
renew is standard business practice, although sometimes companies are the ones
who cancel when customers do not pay. Customers should remember their
order date which is their renewal date and IF they decide to cancel, they should email
Acanac before this date to ensure that they will not be automaticly renewed at
that date.
For customers who are concerned about using their credit cards for auto payments,
these are the other methods of payment accepted:
cash at the store, money order and certified cheque mailed to head office.

Imelda O. Suzara
Acanac Rep



Quote:
Originally Posted by Imelda_Acanac View Post
As per Acanac's User Agreement, renewals are automaticly
charged to credit card, unless the customer decides to change
to shorter terms or cancel before the renewal date.
The cheapest price to renew on 2nd year is the prepaid one year term.

Please read http://acanac.ca/DSL-Terms.htm and
http://acanac.ca/User-Agreement.html

Imelda O. Suzara
Acanac Rep
It is OK for auto-renew policy, but it would be nice if Acanac can make it easier for user to change without open ticket/call the support/billing...

For example, modify the order page to have an extra combobox for users to choose the re-new term discount after their term is expired...

http://acanac.ca/DSL-Terms.htm

===

For existing customers, allow them to use theire DSL login username/password to log on to the Acanac and see their profile, display the renewing date, they can also change their Credit Card, request move, open ticket, cancel, etc... Plus display a similar combobox renew term discount, so user can change their renew term discount too...

If Acanac can do this, I don't think anyone will complain about your renew policy anymore...

Plus Acanac will save a lot of staffs hours for dealing with these upset customers problems...

[Imelda_Acanac]

There are currently 4 Francophones and 1 in training
for the live phone customer/technician service.
Customer service by phone is Monday to Friday
9am to 12midnight; email and webform 24/7;
management panel http://www.acanac.net/
Acanac community forum and now also on Redflagdeals forum.
Plus the Bell technicians who fix the line problems.
Each customer has a different location and home network setup
and unfortunately sometimes we are unable to satisfy
and provide the internet service no matter how many
repair tickets are opened, phone calls, and technician visits.

Imelda O. Suzara
Acanac Rep

Here my dslreports (http://www.dslreports.com/comment/2744/73902?r=410)>

+ "Cheap at $20 by month"
- "Bad customer service & technician support. No French support"
"Too much trouble for this economy"

It start with a modem that doesn't work. After many phone call and emails I succeed to have a good modem. But another troubles. Slow web browsing etc... No French support.
Acanac forum can be helpful but in my case doesn't help truly.

I am very patient and I stay 1 year with this ISP contract. When I decided to switch to another ISP (Teksavvy) and not renew my contract but just pay 1 month more. They cut my access. I sent back the modem at my expense and they asked to send back in perfect condition which one defective they sent to me. Trouble trouble ...

Awfull customer service !
Technician support is worst than technician 1st level Bell Canada ("reboot and reset your modem"). Lol

If you are very cheap, share wifi access with your neighbour because $20 is too expensive for this poor service.

[Imelda_Acanac]

Acanac has 24/7 (24 hours/7 days a week) support for both
Business and Residential accounts, with online repair ticketing service, through:
live phone service 1 866 281 3538 Monday to Friday 9am to 12 midnight
website form 24 hours http://acanac.ca/support/contactus.php
email 24 hours (*dept@acanac.com)
Management Panel http://www.acanac.net/
Acanac community forum http://community.acanac.com/acanac/
and on third party public forums with public posting and private messaging
Broadband DSL Reports forum http://www.dslreports.com/forum/cover,2744
Redflagdeals forum on this thread
There are online staff here in Canada and Iran.
Also, French-speaking and English-speaking staff in Canada.

If you want to ensure a more reliable connection for your business,
along with the business DSL service, Acanac's online pc VPS
(virtual private server) uses Acanac's network and is more secure.
"How secure will my Online PC VPS account be?
You access this service through SSH. A secure protocol. Since it's a VPS
you`re the only one who has root (Administrative Power) to the server. It
also runs on Linux. Linux is less vulnerable to Viruses and Spyware."
It is also accessible anywhere in the world where you have internet connection
if you travel for business, has faster speeds, online office and storage!
Please read http://acanac.ca/DSL-feature.htm and http://acanac.ca/more-info-pc.htm
and http://acanac.ca/User-Agreement.html

Imelda O. Suzara
Acanac Rep

is there better support with the business plan?
i have to make sure there is no downtime.

[Imelda_Acanac]

The decision for termination and refund of unused months was sent by email
after management determined the cause for frequent disconnections.

Imelda O. Suzara
Acanac Rep

Imelda_Acanac,

My girl friend is currently a (dissatisfied) Acanac customer. I though I'll post her experience here to get some attentions as your billing department do not take phone calls and has ignored her emails.

She has intermittent disconnection issue with her Acanac residential DSL service. She has contacted your support team almost every week. There has been numerous on-site visit by Bell technician and two modems sent to her. The problem have not been resolved after about 5 months.

She is currently in the middle of a prepaid 1yr contract. What is the your policy regarding customer that does not receive the adequate level of service they are paying for? Refund? A

Asking her to call tech support again is not what I want to hear, as we've already given them 5 months to resolve the issue. I am an IT Sys Admin and I've done enough tests to eliminate her PC and router as the source of problem.

It will be appreciated if we can speak with your billing department. They don't have a number to call and they have not replied to emails that we sent. If you are willing to help, please send me a private message and I will provide the account/contact info.

[Imelda_Acanac]

Just started working flexible hours on weekends
and decided to check speeds for my location:

Bell Portal
5056 / 800

Modem http://192.168.1.1
5056 / 800

Acanac speed test http://www.acanac.ca/speedtest/
Download Speed: 41066 kbps (5133.3 KB/sec transfer rate)
Upload Speed: 18462 kbps (2307.8 KB/sec transfer rate)

Speedtest.net http://speedtest.net/
http://www.speedtest.net/result/475566550.png (http://www.speedtest.net)

Happy Victoria Day!

Imelda O. Suzara
Acanac Rep

[jameswong]

This the the results of my speed test and it looks it is abit slow.

http://www.speedtest.net/result/475592096.png

[RastaManMax]

This the the results of my speed test and it looks it is abit slow.

http://www.speedtest.net/result/475592096.png

That is a bit slow but if you just signed up, it might be a week or so for them to 'activate' your line and your speeds will increase as mine did.

[canabiz]

I am currently with Rogers, paying $35/month for High speed internet Lite and I am contemplating switching to something else less expensive. After reading through the past few pages here, I am not so sure if moving to Acanac would be good...I had a horrible experience with Primus DSL a few years back and promised myself never to get sucked in those kinds of *deals* again...

I don't have any problems with Rogers (technical, billing or service) but I would like to slash my monthly Internet bill, that's why I opened this thread.

Any other ex-Rogers customers who are enjoying Acanac right now ? I'd like to hear your feedback.

[Cataha]

I am currently with Rogers, paying $35/month for High speed internet Lite and I am contemplating switching to something else less expensive. After reading through the past few pages here, I am not so sure if moving to Acanac would be good...I had a horrible experience with Primus DSL a few years back and promised myself never to get sucked in those kinds of *deals* again...

I don't have any problems with Rogers (technical, billing or service) but I would like to slash my monthly Internet bill, that's why I opened this thread.

Any other ex-Rogers customers who are enjoying Acanac right now ? I'd like to hear your feedback.

Since Acanac is through a different distribution method, costs about half of what you're paying right now, is five times faster than your current internet plan, has no caps, and gives you 30-days to cancel if there's problems.. Why not overlap your services so you have cable and DSL at the same time for the first 15-days or so?

That way, you have almost no risk and plenty to gain. Sure, you'll be paying for two internet services at once for the first couple of weeks.. (Ultimately, an additional $9.50 cost) But, if there's a problem you can cancel Acanac and then cancel your cancellation request with Rogers and keep what you have now.

[agiga]

That is a bit slow but if you just signed up, it might be a week or so for them to 'activate' your line and your speeds will increase as mine did.

I've been with Acanac for about a year now, and this is my speed:
2.42 Mb/s download, 0.67 Mb/s upload

Is that about average?

[agiga]

So what are the options once the first year is complete? I'm on dry loop so it looks like my next near will be $33.95 + $8/month if I sign up for 12 months?

Anyone have any suggestions for other companies that might be less?

What about switching to Acanac's business high speed at $29.95? There's nothing that says that offer is only for the first year of service.

[canabiz]

Since Acanac is through a different distribution method, costs about half of what you're paying right now, is five times faster than your current internet plan, has no caps, and gives you 30-days to cancel if there's problems.. Why not overlap your services so you have cable and DSL at the same time for the first 15-days or so?

That way, you have almost no risk and plenty to gain. Sure, you'll be paying for two internet services at once for the first couple of weeks.. (Ultimately, an additional $9.50 cost) But, if there's a problem you can cancel Acanac and then cancel your cancellation request with Rogers and keep what you have now.

Cataha, that's a good suggestion. I may add that I don't care much about the cap and the speed. I am not much of a file down-loader, just the odd torrents every now and again. What is most important to me is the price and the service, when i run into problems (if there is any), i expect the tech support to be there and fix them. Same with any billing issue.

I can get Rogers to give me the Hi-Speed Express package for $34.95 for 6 months so I am still mulling my options. I am also saving 15% with the bundle discount since I have the phone and the cable with Rogers.

I am still doing research on this and other providers. Ideally, I want to pay $20/month for my Internet usage.

[Imelda_Acanac]

Visiting one brother at his Parkdale location in Toronto
in the afternoon, I tried 2 online speed tests on his Rogers cable internet:

Acanac speedtest
Download Speed: 1899 kbps (237.4 KB/sec transfer rate)
Upload Speed: 232 kbps (29 KB/sec transfer rate)

Speedtest.net
http://www.speedtest.net/result/475821713.png (http://www.speedtest.net)

He has Roger cable Lite at $35/month and gets about 2M.
He is content with this speed for checking email, watching Youtube videos,
browsing websites. He does not download.

The promo deal of Acanac at $18.95 month prepaid $227.40 for 1st year
is a cheap way to try phone DSL internet instead of cable internet,
since Acanac and Rogers use 2 different lines. Even at the regular
price $33.95 month (prepaid $407.40 by 2nd year), speeds can go
up to 5M with Acanac versus Rogers Lite 1M at $35/month.

Imelda O. Suzara
Acanac Rep

I am currently with Rogers, paying $35/month for High speed internet Lite and I am contemplating switching to something else less expensive. After reading through the past few pages here, I am not so sure if moving to Acanac would be good...I had a horrible experience with Primus DSL a few years back and promised myself never to get sucked in those kinds of *deals* again...

I don't have any problems with Rogers (technical, billing or service) but I would like to slash my monthly Internet bill, that's why I opened this thread.

Any other ex-Rogers customers who are enjoying Acanac right now ? I'd like to hear your feedback.

[Imelda_Acanac]

The prepaid 2nd year is $407.40 for the DSL and if you want to
prepay the dry loop $96 year. Each customer can only get one
promo deal either residential or business, but usually not both
switching from one to the other.
For other ISPs, click here http://www.canadianisp.ca/cgi-bin/ispsearch.cgi.

Imelda O. Suzara
Acanac Rep

So what are the options once the first year is complete? I'm on dry loop so it looks like my next near will be $33.95 + $8/month if I sign up for 12 months?

Anyone have any suggestions for other companies that might be less?

What about switching to Acanac's business high speed at $29.95? There's nothing that says that offer is only for the first year of service.

[Imelda_Acanac]

I did a search on 'Acanac' today in Redflagdeals to see wherelse
it is being discussed and saw this new thread posting
http://www.redflagdeals.com/forums/showpost.php?p=8759315&postcount=1 .
Our promo deal and referral program must be really hot to some!

[fredsmith]

I did a search on 'Acanac' today in Redflagdeals to see wherelse
it is being discussed and saw this new thread posting
http://www.redflagdeals.com/forums/showpost.php?p=8759315&postcount=1 .
Our promo deal and referral program must be really hot to some!


That'll cost Acanac a bunch of money, for sure. You really shouldn't be promoting the fraud.
.
.
.
.
.
.
.
and it's gone . . . . .

[p3t3rl1]

So what are the options once the first year is complete? I'm on dry loop so it looks like my next near will be $33.95 + $8/month if I sign up for 12 months?

Anyone have any suggestions for other companies that might be less?

What about switching to Acanac's business high speed at $29.95? There's nothing that says that offer is only for the first year of service.


I am interested in this as well. Acanac was good the first year, but 2nd year, time to switch to other companies with good deals. Bell seems to have $17.95
/month
For 12 months, in a bundle. Since I have cell phone plan with Bell mobility, it might be a good deal for me. Don't really download too much so monthly limit doesn't really bother me.

[surfmonster]

This is my speed with Bell. Can I expect the same or better from Acanac? I have unlimited with Sympatico (but I pay extra for it)

http://www.speedtest.net/result/476559927.png (http://www.speedtest.net)

[greenkiwee]

Been watching this thread for a while now. Planning to switch to Acanac, but is it worth it? Will I be getting immediate customer service/technical support?

Im currently with Mycybernet paying prepaid $370 per year and their speed is okay, great for download, no caps.

http://www.speedtest.net/result/476585987.png (http://www.speedtest.net)

So is it worth switching to Acanac?

I tested my speed again, and it seems like a constant speed, will I be getting a constant speed with Acanac?

http://www.speedtest.net/result/476589375.png (http://www.speedtest.net)

[sonspot]

my year is almost up with Acanac, if the price bumps up to $35, am going to say bye bye, bell been calling us over the last few months, i might listen to what they have to say this time around.

[kooblu]

keep cia.com in mind. i just heard about them and signed up with them starting next month, tired of rogers charging me extra over their cap limit. hope they're good, i will see. apparently they have both DSL and cable so take your pick.


my year is almost up with Acanac, if the price bumps up to $35, am going to say bye bye, bell been calling us over the last few months, i might listen to what they have to say this time around.

[sonspot]

keep cia.com in mind. i just heard about them and signed up with them starting next month, tired of rogers charging me extra over their cap limit. hope they're good, i will see. apparently they have both DSL and cable so take your pick.

thank for the input, now hurry up and let us know if they're any good,.

am happay with what i paid for Acanac, never had to call about service, it could be faster but with bell at the wheels sucks..

[sonspot]

Been watching this thread for a while now. Planning to switch to Acanac, but is it worth it? Will I be getting immediate customer service/technical support?

Im currently with Mycybernet paying prepaid $370 per year and their speed is okay, great for download, no caps.

http://www.speedtest.net/result/476585987.png (http://www.speedtest.net)

So is it worth switching to Acanac?

I tested my speed again, and it seems like a constant speed, will I be getting a constant speed with Acanac?

http://www.speedtest.net/result/476589375.png (http://www.speedtest.net)

this is what i got, am downloading a vid @ 120kbs and uploading stuff too while doing the test,..

http://www.speedtest.net/result/476683872.png (http://www.speedtest.net)

[fredsmith]

This is my speed with Bell. Can I expect the same or better from Acanac? I have unlimited with Sympatico (but I pay extra for it)

http://www.speedtest.net/result/476559927.png (http://www.speedtest.net)

No. You are connected at 7 megabits and Acanac is only going to provide 'up to' 5 megs.

[fredsmith]

Been watching this thread for a while now. Planning to switch to Acanac, but is it worth it? Will I be getting immediate customer service/technical support?

Im currently with Mycybernet paying prepaid $370 per year and their speed is okay, great for download, no caps.

http://www.speedtest.net/result/476585987.png (http://www.speedtest.net)

So is it worth switching to Acanac?

I tested my speed again, and it seems like a constant speed, will I be getting a constant speed with Acanac?

http://www.speedtest.net/result/476589375.png (http://www.speedtest.net)


Looks like you are connected at 4 megabits. For the first year at least you'll save a bundle and ought to get pretty much the same performance.

[Icemage087]

No. You are connected at 7 megabits and Acanac is only going to provide 'up to' 5 megs.

Actually he can expect similar performance. Here's my connection with Acanac atm
http://www.speedtest.net/result/476875104.png (http://www.speedtest.net)

[tragd]

Terrible service. Lately I've been getting awful speeds (1-2mb out of their advertised 5mb) but since their customer service is so bad I thought I would just weather them out for another week since my 1 year term is ending on 23rd.

Little did I know they already charge me for the following year for almost $500. I then went and emailed their billing departmnt telling them I would be moving away soon and I wanted to cancel/get those charges reversed.

They email back within 3 minutes asking me where I was moving to and that they would check if Acanac was available there. I emailed back right away telling them I wouldn't need Acanac at the new address (west coast anyway) and again asked them to cancel/refund.

I hear nothing back from them again even after sending multiple emails. The following morning I get an email telling me "thank you for coninuing another year, here is your invoice for $4xx"

Do they deliberately do this to screw customers? The billing department clearly saw and responded to my cancellation request...

I am now waiting for business hours to hopefully contact them by phone where they cannot ignore me, I hope.

I will let you guys know how it proceeds.

[Imelda_Acanac]

If you pm me your name and number, I can follow up
on your account cancelation request. If you emailed it before
your renewal date, it would not have been automatically charged.

Imelda O. Suzara
Acanac Rep

Terrible service. Lately I've been getting awful speeds (1-2mb out of their advertised 5mb) but since their customer service is so bad I thought I would just weather them out for another week since my 1 year term is ending on 23rd.

Little did I know they already charge me for the following year for almost $500. I then went and emailed their billing departmnt telling them I would be moving away soon and I wanted to cancel/get those charges reversed.

They email back within 3 minutes asking me where I was moving to and that they would check if Acanac was available there. I emailed back right away telling them I wouldn't need Acanac at the new address (west coast anyway) and again asked them to cancel/refund.

I hear nothing back from them again even after sending multiple emails. The following morning I get an email telling me "thank you for coninuing another year, here is your invoice for $4xx"

Do they deliberately do this to screw customers? The billing department clearly saw and responded to my cancellation request...

I am now waiting for business hours to hopefully contact them by phone where they cannot ignore me, I hope.

I will let you guys know how it proceeds.

[Imelda_Acanac]

I just did 2 sets of speedtests online -- one on the Acanac staff
network browser with faster speeds and another on my regular
browser. I had to log into 2 separately just to copy and paste results.

Network Browser

Acanac speedtest
Last Result:
Download Speed: 71293 kbps (8911.6 KB/sec transfer rate)
Upload Speed: 18504 kbps (2313 KB/sec transfer rate)

Speedtest.net
http://www.speedtest.net/result/476945363.png (http://www.speedtest.net)

Bell Portal
UpStream
800
DownStream
5056

Imelda O. Suzara
Acanac Rep

[Imelda_Acanac]

Regular Browser

Acanac speedtest
Last Result:
Download Speed: 3911 kbps (488.9 KB/sec transfer rate)
Upload Speed: 601 kbps (75.1 KB/sec transfer rate)

Speedtest.net
http://www.speedtest.net/result/476944421.png (http://www.speedtest.net)

Modem http://192.168.1.1
Us Rate (Kbps) 800
Ds Rate (Kbps) 5056

Imelda O. Suzara
Acanac Rep

[sa_wood]

Imelda,

I have PM you. Please reply me.

[slgta]

I am hearing similar stories over and over again and that is why I am reluctant in switching.

This is a terrible business practice on the Acanac side imho.

Insisted on auto-renewal hoping customer forgot to cancel before the renewal date ... and deliberately ignore customer when they found out afterward .... is not a good way to retain customer.
I think Acanac will end up losing more customer and we will just see more of those negatives comments on the internet about their service/billing.

It is good that Acanac have a very attractive pricing for the first 12 mths.
But I think they need to improve the renewal pricing in order to retain customer after the initial 12 mths ... especially because of all the speed problem their customer have to deal with.

With a better renewal pricing, Acanac shouldn't have to worry too much about losing customer. A little reminder email 2 weeks before the renewal date will also help.


Terrible service. Lately I've been getting awful speeds (1-2mb out of their advertised 5mb) but since their customer service is so bad I thought I would just weather them out for another week since my 1 year term is ending on 23rd.

Little did I know they already charge me for the following year for almost $500. I then went and emailed their billing departmnt telling them I would be moving away soon and I wanted to cancel/get those charges reversed.

They email back within 3 minutes asking me where I was moving to and that they would check if Acanac was available there. I emailed back right away telling them I wouldn't need Acanac at the new address (west coast anyway) and again asked them to cancel/refund.

I hear nothing back from them again even after sending multiple emails. The following morning I get an email telling me "thank you for coninuing another year, here is your invoice for $4xx"

Do they deliberately do this to screw customers? The billing department clearly saw and responded to my cancellation request...

I am now waiting for business hours to hopefully contact them by phone where they cannot ignore me, I hope.

I will let you guys know how it proceeds.

[hover42]

I also won't even consider switching to a service provider that baits you with low-cost first year service, then renews you automatically at a much higher rate. I'm surprised that in a so-called "advanced" society such as ours that similar obviously one-sided tactics are allowed.

[fredsmith]

Terrible service. Lately I've been getting awful speeds (1-2mb out of their advertised 5mb) but since their customer service is so bad I thought I would just weather them out for another week since my 1 year term is ending on 23rd.

Little did I know they already charge me for the following year for almost $500. I then went and emailed their billing departmnt telling them I would be moving away soon and I wanted to cancel/get those charges reversed.

They email back within 3 minutes asking me where I was moving to and that they would check if Acanac was available there. I emailed back right away telling them I wouldn't need Acanac at the new address (west coast anyway) and again asked them to cancel/refund.

I hear nothing back from them again even after sending multiple emails. The following morning I get an email telling me "thank you for coninuing another year, here is your invoice for $4xx"

Do they deliberately do this to screw customers? The billing department clearly saw and responded to my cancellation request...

I am now waiting for business hours to hopefully contact them by phone where they cannot ignore me, I hope.

I will let you guys know how it proceeds.

Maybe part of the problem is that people like you love to exagerate about virtually eventhing that goes on.

1. The annual renewal rate would be $408 - now, that certainly is NOT 'almost $500'). If you were using a dry loop it would have been more than $500, so maybe you should come off your high horse and stick with the facts.

2. They do not promise you 5 megs. They say 'up to' 5 megs. There is no guarantee and to be fair, there is no way for them provide such a guarantee, which of course you'd know, since you've been reading this thread.

3. Weather them out? Heck, you if you really were moving you SHOULD have sent them a note when you found out that you were rather than leaving it to the end. They wouldn't have killed your connection. So you were just being an S-D.

I don't know that given your attitude I'd let you off if I was in charge there.

4. Having read this thread you certainly knew about the fact that the renewal date was a year from the intial invoice. Yet you chose to push it past the limit.

So, to answer your question about 'deliberately screwing' the client? I suggest that you simply like to complain and chose to push things past the point of no return.

[fredsmith]

I also won't even consider switching to a service provider that baits you with low-cost first year service, then renews you automatically at a much higher rate. I'm surprised that in a so-called "advanced" society such as ours that similar obviously one-sided tactics are allowed.

Gosh then you'd better not go with Rogers, Videotron or Bell - since they can and often do have starttup promotions.

What part of 'first year special' is 'baiting'?

They offer you (and very clearly spell out) that you have;

1. 30 days to cancel and get ALL your money back
2. No connection charge
3. A standard rate for the second & subsequent years
4. Automatric renewal.

If you shoose to ignore the terms of the promotion, then that's perhaps too bad. . . . for you.

You sound like one of the millions of Americans who bought homes even though they clearly could not afford them. They were offetred 'too good to be true' mortgage rates for the first 3 years, knowing that the payments would revert to 'normal' in year 4. Yet, knowing that they clearly could not afford the payments down the road they signed on. When the term was up they are 'surprised' and 'mad' that they 'have been taken advantage of'.

The reality is that many of those people wuold have been paying more in rent than they were in mortgage payments.

May I suggest that there is no 'come on'. You don't want to stay after year 1 because because you don't trust yourself to send an e-mail 50 or so weeks from now to cancel, then that's fine. but there is absolutely nothing 'wrong' with the practice even if I don't personally agree with it.

it is thei service. It is their company. they can offer wha they wish and we, as consumers have the choice to accept or refuse. And if we've accepted and do not respect the terms, then it is not 'their' fault. It is ours..

I have a daytimer. I put important dates into it and I check it each week to see what I have to do.

If you don't, then . . . . too bad. Sign up wth someone for twice as much this year to avoid paying almost the same as you will with them next. That's just wonderful financial planning.

[fredsmith]

I am hearing similar stories over and over again and that is why I am reluctant in switching.

This is a terrible business practice on the Acanac side imho.

Insisted on auto-renewal hoping customer forgot to cancel before the renewal date ... and deliberately ignore customer when they found out afterward .... is not a good way to retain customer.
I think Acanac will end up losing more customer and we will just see more of those negatives comments on the internet about their service/billing.

It is good that Acanac have a very attractive pricing for the first 12 mths.
But I think they need to improve the renewal pricing in order to retain customer after the initial 12 mths ... especially because of all the speed problem their customer have to deal with.

With a better renewal pricing, Acanac shouldn't have to worry too much about losing customer. A little reminder email 2 weeks before the renewal date will also help.

They don't hope the customer will 'forget to cancel'. However, the attrition rate is lower because most people will do what is easier. Auto-renewal is easier for a client than manual renewal.

By the way, perhaps you haven't noticed, but if you sign up for a term with Rogers, Bell or Videotron you get 'auto-renewed' as well. And they charge a LOT more than Acanac. And Videotron won't let you out of your commitment unless you die or move out of their territory AND prove it . . . . . can't speak to Bell or Rogers attitude about cancellations.

[fredsmith]

I just did 2 sets of speedtests online -- one on the Acanac staff
network browser with faster speeds and another on my regular
browser. I had to log into 2 separately just to copy and paste results.

Network Browser

Acanac speedtest
Last Result:
Download Speed: 71293 kbps (8911.6 KB/sec transfer rate)
Upload Speed: 18504 kbps (2313 KB/sec transfer rate)

Speedtest.net
http://www.speedtest.net/result/476945363.png (http://www.speedtest.net)

Bell Portal
UpStream
800
DownStream
5056

Imelda O. Suzara
Acanac Rep

So, what does that prove, except that you are sitting on the internal LAN at Acanac and have access to the portal at the local network rate? Few among us could care what rate YOU get to browse at.

[Justice_Chris]

I am hearing similar stories over and over again and that is why I am reluctant in switching.

This is a terrible business practice on the Acanac side imho.

Insisted on auto-renewal hoping customer forgot to cancel before the renewal date ... and deliberately ignore customer when they found out afterward .... is not a good way to retain customer.
I think Acanac will end up losing more customer and we will just see more of those negatives comments on the internet about their service/billing.

It is good that Acanac have a very attractive pricing for the first 12 mths.
But I think they need to improve the renewal pricing in order to retain customer after the initial 12 mths ... especially because of all the speed problem their customer have to deal with.

With a better renewal pricing, Acanac shouldn't have to worry too much about losing customer. A little reminder email 2 weeks before the renewal date will also help.

I completely agree with your comments and suggestions.
As a PAST acanac customer, I share other people's experience about the renewal process. I understand company policy, but it is not very appealing to customers to be billed automatically on the 1-year anniversary date without prior notification. I do believe that this is done on purpose so that people forget and get stuck with the company's new pricing for another year. I was lucky, I caught my renewal email the day of invoicing and cancelled their service ... not that this was easy, although their agreement states that you need to let them know on or before the invoice date.

I also found that they were very unwilling to make any changes to retain their customers. Which company asks you for upfront billing for a whole year at a price that other companies provide on a monthly basis? I did ask them to bill me monthly at the "renewal" price but they refused ... and obviously lost me as a customer, but I believe many more customers have been lost this way.

Plus, there were some more issues regarding my service getting disconnected a week in advance etc etc. Needless to say, I wasn't happy in the end and I would have continued my services with them hadn't they been so inflexible.

Unfortunately, it seems that quite a few of the current (especially smaller) ISPs are putting more anti-user terms in their agreement so as to make customers get stuck with their services and charges. I believe that if they were more user-friendly and really try to satisfy the customers it would make for much better business practice and more stable customer base.

[slgta]

Well, it is easy for one to say it is the customer's own fault by not canceling before the renewal date.

But wait .... Customers are always right, right?!
Otherwise, it will always be the customer fault. In this case, it is the customer fault by not knowing that this is the way this company is doing business ....and be ready for it.

If there is any logic here, then... I think everyone should avoid this company unless you are ready to deal with the consequences.

Did anyone thought of a workaround ..... e.g. cancel your credit card soon after sign-up? (or ask the CC company to send you another card with a different card number) this way, you don't have to worry about forgetting to cancel at the end of the 12-mths term. But still, be ready to live with the way they run their technical support and billing (well, customer service in general).

From what I have read, people who like this company are usually those who have no problem with their service and therefore require no customer service.

Company that deliberately ignoring customer email regarding billing, hanging up on customer for technical support are just not the type of company that I would like to deal with.

A little reminder to myself ... if I do signup .... then it is my own fault when there is a problem. I hope I will remember this one. :D

Fredsmith, why don't you try it .... maybe you will be one of the lucky guy who will have no problem and doesn't require any customer service from them. It is all about luck, right?!

Maybe part of the problem is that people like you love to exagerate about virtually eventhing that goes on.

1. The annual renewal rate would be $408 - now, that certainly is NOT 'almost $500). If you were using a dry loop it would have been more than $500, so maybe you should come off your high horse and stick with the facts.

2. They do not promise you 5 megs. They say 'up to' 5 megs. There is no guarantee and to be fair, there is no way for them provide such a guarantee, which of course you'd know, since you've been reading this thread.

3. Weather them out? Heck, you if you really were moving you SHOULD have sent them a note when you found out that you rather than leaving it to the end. They wouldn't have killed your connection. You're just being an S-D.

I don't know that given your attitude I'd let you off if I was in charge there.

4. Having read this thread you certainly knew about the fact that the renewal date was a year from the intial invoice. Yet you chose to push it past the limit.

So, to answer your question about 'deliverately screwing' the client? I suggest that you simply like to complain and chose to push things past the point of no return.

[tomtomtom]

@slgta

You humble opinion spoke for a lot of people.:)

[fredsmith]

Well, it is easy for one to say it is the customer's own fault by not canceling before the renewal date.

But wait .... Customers are always right, right?!
Otherwise, it will always be the customer fault. In this case, it is the customer fault by not knowing that this is the way this company is doing business ....and be ready for it.

If there is any logic here, then... I think everyone should avoid this company unless you are ready to deal with the consequences.

Did anyone thought of a workaround ..... e.g. cancel your credit card soon after sign-up? (or ask the CC company to send you another card with a different card number) this way, you don't have to worry about forgetting to cancel at the end of the 12-mths term. But still, be ready to live with the way they run their technical support and billing (well, customer service in general).

From what I have read, people who like this company are usually those who have no problem with their service and therefore require no customer service.

Company that deliberately ignoring customer email regarding billing, hanging up on customer for technical support are just not the type of company that I would like to deal with.

A little reminder to myself ... if I do signup .... then it is my own fault when there is a problem. I hope I will remember this one. :D

Fredsmith, why don't you try it .... maybe you will be one of the lucky guy who will have no problem and doesn't require any customer service from them. It is all about luck, right?!

I'm more than reasonably certain that Acanac has not been ignoring your tickets. We've been down that road in these threads more than once. By now you should know how it works.

As to reminders, how do you track appointments and such? This would be no different. Mark the renewal date in your daytimer - better yet a week or 3 in advance . . . many auto-renew contracts (like Bell's) require more than 30 days notice.

I've been using Acanac for almost 3 years now and have my share of problems. I believe that the price is fair and the service not atypical of what Bell and Videotron provided me before Acanac. I also spent years working in customer service and while the philosophy of 'the customer is always right' is noble, there are limits.

Clients have a responsability to inform themselves and to do what's right. Unfortunately, you KNEW that you were not planning to renew. You knew what the renewal policy was. And yet you still didn't bother to cancel before your contract expired.

You know, the assumption that a contract begins when you get the item is interesting, but is not a fact of law. It is generally accepted that it is the invoice date that establishes the anniversary date for a contract unless that invoice stiipulates something else.

I have said that I don't agree with the fact that Acanac doesn't send reminders, but we KNOW they don't send reminders. So hiding behind the fact that they didn't remind you is not an excuse - no different than the lack of a speed limit sign implies that there is no limit!!

Ignorance is not an excuse.

And, just because YOU messed up doesn't mean everyone else has to pay twice as much by going to a different ISP this year. So your suggestion that everyone go to alternative ISPs is selfish and nonsensical.

Based on what I've seen before I'm reasonably certain Acanac will be crediting you (I'd hold back a month at the one-month rate if I were them), but that doesn't shift the blame from your shoulders for not cancellng when you knew you wouldn't need them any more.

You know, sometimes I set reminders for Ebay auctions. Sometimes I miss the deadline and lose out on the item. Should the seller be obligated reopen the auction because I missed the deadline?

[fredsmith]

@slgta

You humble opinion spoke for a lot of people.:)

His opinion was far from humble. It was accusatory.

[Amadaeus]

I've started to filter out most of what fredsmith "contributes" to this thread. He can claim it's factual all he wants, it's not helping that his comments are inflammatory and accusatory. I've never seen such irrelevant fervor from an individual who doesn't even work for the organization in question. I suggest anyone who is conducting research on whether or not Acanac is for them to simply ignore most of his comments.

The bottom line is: There is overwhelming documented evidence from a wide spectrum of experiences that a relationship with Acanac is mixed (at best) in relation to customer responsiveness, technical support (ability to diagnose actual problems AND willingness to help the customer), and billing practices that, to a less informed consumer, can be financially disadvantageous.

slgta makes a very good point: If you have no issues from day one, it's a great deal (in the first year). Their 30-day money back guarantee is theoretically a very good way to gauge whether or not you should expect any situations that require support from Acanac. My advice is:

- Don't delay to troubleshoot issues
- DOCUMENT ALL COMMUNICATIONS between you and Acanac
- Make note of the cancellation date and cancel at least a week before that to allow for some communication issues
- Be extremely persistent in your communications, whether it's for tech support or to cancel
- Don't be afraid to wield the "chargeback hammer" (EDIT: If you're within the 30 day cancellation period... otherwise you're bound to the user agreement you agreed to when you signed up)

[fredsmith]

I've started to filter out most of what fredsmith "contributes" to this thread. He can claim it's factual all he wants, it's not helping that his comments are inflammatory and accusatory. I've never seen such irrelevant fervor from an individual who doesn't even work for the organization in question. I suggest anyone who is conducting research on whether or not Acanac is for them to simply ignore most of his comments.

The bottom line is: There is overwhelming documented evidence from a wide spectrum of experiences that a relationship with Acanac is mixed (at best) in relation to customer responsiveness, technical support (ability to diagnose actual problems AND willingness to help the customer), and billing practices that, to a less informed consumer, can be financially disadvantageous.

slgta makes a very good point: If you have no issues from day one, it's a great deal (in the first year). Their 30-day money back guarantee is theoretically a very good way to gauge whether or not you should expect any situations that require support from Acanac. My advice is:

- Don't delay to troubleshoot issues
- DOCUMENT ALL COMMUNICATIONS between you and Acanac
- Make note of the cancellation date and cancel at least a week before that to allow for some communication issues
- Be extremely persistent in your communications, whether it's for tech support or to cancel
- Don't be afraid to wield the "chargeback hammer"

Except for the last bullet point, all you've done is to counsel people to behave as responsible consumers!!!

Welcome to my side of the argument.

However, since the consumer is supposed to inform himself, I'm not quite certain about the validity of the 'financially disadvantageous' comment.

Note that you cannot validly issue a chargeback if the charge is legitimate - and Acanac's charges ARE.

[Imelda_Acanac]

Aside from staff, customers who use Acanac's free online pc
and SSH tunnel or paid online pc VPS will be at faster speeds.
Free online pc http://acanac.ca/SSH-Tunnel-U.htm
Paid online pc VPS http://acanac.ca/PCwalkthrough.htm

Imelda O. Suzara
Acanac Rep

So, what does that prove, except that you are sitting on the internal LAN at Acanac and have access to the portal at the local network rate? Few among us could care what rate YOU get to browse at.

[tomtomtom]

Aside from staff, customers who use Acanac's free online pc
and SSH tunnel or paid online pc VPS will be at faster speeds.
Free online pc http://acanac.ca/SSH-Tunnel-U.htm
Paid online pc VPS http://acanac.ca/PCwalkthrough.htm

Imelda O. Suzara
Acanac Rep

Ultimately, customers will max out at 8Mbps down/500Kbps up anyway. It only helps to overcome throttling

[jamewoong]

fredsmith, summer time will be coming soon. please go to play outside or so something else rather than wasting ur time replying and replying to this thread... you are with acanac (we all know), so please stop messing this thread. let's other people comment on what they like and dislike. i see your name in every page and a long text that i don't really care to read

looks like you work more than the Amelda acanac staff here.. something is wrong with you... ;)

[ClubberLang]

I ordered 1 week ago. I got my modem quickly via fedex. I a subscribed to Dry Loop which required a Bell Technician to visit my appartment. I got a letter in my door from bell on Friday saying everything was set up and my service shuold work. I still have no DSL light on my modem. I called ancanac tech support on the day I got my modem and the rep told me that I should be active by 10 AM the next day and to call back if I wasn't. They then mentioned that they wouldn't be open on the next day. Yeah.. they don't have tech support on Saturdays. I will give call them once I get home from work and them till tomorrow at the latest. If I am not up and running tomorrow I will cancel and pay more for a better service...

[tomtomtom]

fredsmith, summer time will be coming soon. ...


What the hell are you talking about??????:confused:

Summer is already here:lol:

[Imelda_Acanac]

Companies and customers enter into agreement
for a service. Customer pays money to get internet.
Company should provide the internet service. If not,
customer gets mad, asks for help and company should
help customer. If there is a satisfactory solution, both
remain in agreement and continue relationship.
But if there is no solution, customer decides to cancel
and if possible, get a refund on remaining balance.
It is the customer who decides to cancel although a
company may cancel if customer does not pay.
If company does not receive a cancellation from customer,
company assumes that customer wants service to continue.
For those customers who are happy with the company's service,
this works out well with automatic renewal and ongoing payment.
But for those customers who did not get the full 5M speeds or had
frequent disconnections for various reasons, they want to cancel.
Most of these unhappy customers cancel before the renewal on 2nd year,
so their credit cards are not charged. The ones who forget may have
used the service satisfactorily but decided too late to cancel before renewal
and do not want to pay the regular prices so they email after date and
get mad that their credit cards were charged more.

Solutions to unhappy customers:
remember to cancel before renewal date and use other methods
of payment such as cash, certified cheque or money order instead!

Imelda O. Suzara
Acanac Rep

Well, it is easy for one to say it is the customer's own fault by not canceling before the renewal date.

But wait .... Customers are always right, right?!
Otherwise, it will always be the customer fault. In this case, it is the customer fault by not knowing that this is the way this company is doing business ....and be ready for it.

If there is any logic here, then... I think everyone should avoid this company unless you are ready to deal with the consequences.

Did anyone thought of a workaround ..... e.g. cancel your credit card soon after sign-up? (or ask the CC company to send you another card with a different card number) this way, you don't have to worry about forgetting to cancel at the end of the 12-mths term. But still, be ready to live with the way they run their technical support and billing (well, customer service in general).

From what I have read, people who like this company are usually those who have no problem with their service and therefore require no customer service.

Company that deliberately ignoring customer email regarding billing, hanging up on customer for technical support are just not the type of company that I would like to deal with.

A little reminder to myself ... if I do signup .... then it is my own fault when there is a problem. I hope I will remember this one. :D

Fredsmith, why don't you try it .... maybe you will be one of the lucky guy who will have no problem and doesn't require any customer service from them. It is all about luck, right?!

[Imelda_Acanac]

It does take up to 9 business days, not including weekends
and holidays, to get dry loop DSL activated from order.
If you want a follow up, feel free to pm me your name and number.

Imelda O. Suzara
Acanac Rep

I ordered 1 week ago. I got my modem quickly via fedex. I a subscribed to Dry Loop which required a Bell Technician to visit my appartment. I got a letter in my door from bell on Friday saying everything was set up and my service shuold work. I still have no DSL light on my modem. I called ancanac tech support on the day I got my modem and the rep told me that I should be active by 10 AM the next day and to call back if I wasn't. They then mentioned that they wouldn't be open on the next day. Yeah.. they don't have tech support on Saturdays. I will give call them once I get home from work and them till tomorrow at the latest. If I am not up and running tomorrow I will cancel and pay more for a better service...

[Imelda_Acanac]

It is important to be a well-informed customer, including reading the
fine print and legalese which companies publish on their websites,
along with reviews of fellow customers. Acanac also includes links or
assigns staff to read complaints and help offer resolutions
in neutral third party forums such as Redflagdeals
and Dslreports http://www.dslreports.com/comments/2744,
aside from its own community forum http://community.acanac.com/acanac/
Others ISPs do the same. Customer complaints often have company solutions
and the repair ticketing system allows the technicians of Bell
and Acanac staff to communicate with customers through live phone,
email, website forms, public forums and private messaging. Some customers
are more experienced and try to help others going through similar problems.
As for 'financially disadvantageous', companies too would lose money with each
customer who cancels, so of course have to take complaints seriously! Those
who were unhappy cancel, but those who were happy continue... If companies
could keep their customers happy, that would be a perfect relationship.

Imelda O. Suzara
Acanac Rep

Except for the last bullet point, all you've done is to counsel people to behave as responsible consumers!!!

Welcome to my side of the argument.

However, since the consumer is supposed to inform himself, I'm not quite certain about the validity of the 'financially disadvantageous' comment.

Note that you cannot validly issue a chargeback if the charge is legitimate - and Acanac's charges ARE.

[fredsmith]

fredsmith, summer time will be coming soon. please go to play outside or so something else rather than wasting ur time replying and replying to this thread... you are with acanac (we all know), so please stop messing this thread. let's other people comment on what they like and dislike. i see your name in every page and a long text that i don't really care to read

looks like you work more than the Amelda acanac staff here.. something is wrong with you... ;)

You know, you've done your share of providing Acanac information to posters, quoting prices and giving heck to people who didn't understand the promo.

But alas I don't work for Acanac. if I did, do you think they'd let Imelda do things like link to threads offering to pay for referrals and such (since deleted by the admins)?

if you don't like my prose, just skip by it.

[fredsmith]

I ordered 1 week ago. I got my modem quickly via fedex. I a subscribed to Dry Loop which required a Bell Technician to visit my appartment. I got a letter in my door from bell on Friday saying everything was set up and my service shuold work. I still have no DSL light on my modem. I called ancanac tech support on the day I got my modem and the rep told me that I should be active by 10 AM the next day and to call back if I wasn't. They then mentioned that they wouldn't be open on the next day. Yeah.. they don't have tech support on Saturdays. I will give call them once I get home from work and them till tomorrow at the latest. If I am not up and running tomorrow I will cancel and pay more for a better service...

Do you have a dial tone on the jack in question? If not, then Bell has not done it's work or Bell has activated a different jack in your apartment.

[fredsmith]

What the hell are you talking about??????:confused:

Summer is already here:lol:

Wow, when summer does get here are YOU going to be surprised.

[me99]

Any one know how the speed's are in Milton ??

[hpidc2]

what modems are people using with acanac and does it have to be adsl2+ or can it just be adsl?

[Imelda_Acanac]

Call Monday to Friday 9am to 10pm and give them
your address with postal code to determine whether
Acanac serves your area and what speeds are possible.

Imelda O. Suzara
Acanac Rep

Any one know how the speed's are in Milton ??

[fredsmith]

what modems are people using with acanac and does it have to be adsl2+ or can it just be adsl?

ADSL is fine.

[Imelda_Acanac]

Those are the 2 models sold and supported by Acanac
for $49.95 refundable. They have both adsl/adsl2+.
http://www.aztech.com/prod_adsl_dsl600eu.html

Imelda O. Suzara
Acanac Rep

what modems are people using with acanac and does it have to be adsl2+ or can it just be adsl?

[ClubberLang]

Do you have a dial tone on the jack in question? If not, then Bell has not done it's work or Bell has activated a different jack in your apartment.

I called ancanac tech support yesterday and they placed a ticket with Bell that they said would be resolved within 48hours. They said that everything appeared "OK" on their end.

They did ZERO troubleshooting with me before sending the ticket.

I have tried connecting the modem to both outlets in my appartment and no dice. I don't have a home phone so I am unable to test for a dial tone.

I will give them their 48 hours. If by then I am not up and running I am done with this company.

[seanster]

What troubleshooting do you want them to do? You don't have a phone to test the line and I guess you can't borrow one or buy one at a dollar store. Did you read any posts in this thread before deciding to go with Acanac?

You could have signed up with some other isp who sends out a service technician to your home and makes sure it all works. Execulink will do that. Be prepared to pay a whole lot more for your dsl and maybe a couple of visits to iron things out.

I called ancanac tech support yesterday and they placed a ticket with Bell that they said would be resolved within 48hours. They said that everything appeared "OK" on their end.

They did ZERO troubleshooting with me before sending the ticket.

I have tried connecting the modem to both outlets in my appartment and no dice. I don't have a home phone so I am unable to test for a dial tone.

I will give them their 48 hours. If by then I am not up and running I am done with this company.

[Imelda_Acanac]

It usually takes up to 9 business days not including weekends
to activate dry loop from order. Then you have to try each phone
jack to find out the one that works for dry loop DSL.

I sent you a pm to follow up.

Imelda O. Suzara
Acanac Rep

I called ancanac tech support yesterday and they placed a ticket with Bell that they said would be resolved within 48hours. They said that everything appeared "OK" on their end.

They did ZERO troubleshooting with me before sending the ticket.

I have tried connecting the modem to both outlets in my appartment and no dice. I don't have a home phone so I am unable to test for a dial tone.

I will give them their 48 hours. If by then I am not up and running I am done with this company.

[calendervulture55]

Hi any new promotions for current acanac users? Thks

[TorontoFish]

...their credit cards were charged more.

Solutions to unhappy customers:
remember to cancel before renewal date and use other methods
of payment such as cash, certified cheque or money order instead!

Imelda O. Suzara
Acanac Rep

Imelda, I am thinking to switch to Acanac, because Bell told me the contract I am on with them now doesn't exist anymore, even though I have been with them for more than 11 years with the last 3 years on the same contract. I think paying by cash is a great idea, that way you won't be surprised when they renewal your contract, because they simply can't. But with that, will the full-refund be a problem if you decide to cancel during the first 30 days trial period? My other 2 questions are
1) How can you pay by cash?
2) How long doesn't it take for them to activate the service? I now have the regular Bell home phone service, not the "Dry loop" ones mentioned alot in this thread.

Thanks in advance!!!

[ThomasTran]

It's really weird with Acanac service, I have sent my request for cancelling my DSL service, someone named Louis DiBiase
from Retention Department Manager has answered me and try to make me staying with a free month offer, but I don't want to stay with them because when renewing I have to pay whole year in advance (33.95$ x 12 = 407$), that's not a good deal for me , I have sent them 3 other emails mentioning to keep my intention to cancel the service, but they never reply to me . Hope they don't try to ignore my email and will charge my credit card later. I have sent them my request 15 days before the end of my contract (they have specified at least 10 days before).

[Imelda_Acanac]

Payment by cash is accepted at:
Store
1346 Bloor St. W, Toronto

or mail money order or certified cheque to:
Head Office
1650 Dundas Street East. Unit 204
Mississauga, Ontario L4X 2Z3
If you cancel within initial 30 days, refund
will be by company cheque and mailed to you.

Regular DSL can take 5 to 7 business days
to activate from order processing date.
Your internet can be migrated over and when
service is active with Acanac, then after tell Bell.

Imelda O. Suzara
Acanac Rep

Imelda, I am thinking to switch to Acanac, because Bell told me the contract I am on with them now doesn't exist anymore, even though I have been with them for more than 11 years with the last 3 years on the same contract. I think paying by cash is a great idea, that way you won't be surprised when they renewal your contract, because they simply can't. But with that, will the full-refund be a problem if you decide to cancel during the first 30 days trial period? My other 2 questions are
1) How can you pay by cash?
2) How long doesn't it take for them to activate the service? I now have the regular Bell home phone service, not the "Dry loop" ones mentioned alot in this thread.

Thanks in advance!!!

[jamewoong]

What the hell are you talking about??????:confused:

Summer is already here:lol:
hehe, the true summer when vacation starts and people go to the beach :P

fredsmith what's your purpose to reply... :confused: helping people is great, but that staff got paid to help, so let her do her job

[jamewoong]

[QUOTE=ThomasTran;8775633]It's really weird with Acanac service, I have sent my request for cancelling my DSL service, someone named Louis DiBiase
from Retention Department Manager has answered me and try to make me staying with a free month offer....QUOTE]
yes, that's the one named Louis... If you want to cancel your service, then do it over the call. don't open ticket...

just tell them that you know a better place that offer better service with lower price... if they can match it, you stay, otherwise, you quit. i'm sure he'll say "we won't..."

[fredsmith]

hehe, the true summer when vacation starts and people go to the beach :P

fredsmith what's your purpose to reply... :confused: helping people is great, but that staff got paid to help, so let her do her job

Have you actually read some of the stuff Imelda writes?

[me99]

Call Monday to Friday 9am to 10pm and give them
your address with postal code to determine whether
Acanac serves your area and what speeds are possible.

Imelda O. Suzara
Acanac Rep

I called today service is available but they can not tell me what speeds are possible and the only way to find out is when i hook it up.

[Imelda_Acanac]

Currently, the only promotional deal is the first year discounted
prepaid yearly deal for Residential and Business customers.
This is the best deal out of all the DSL ISPs.
The Referral Program too -- for each new customer referred by a
customer equals one free month added to renewal date; this is
through word of mouth.
For any future promotional deals, the Acanac website and ads
will inform the public.

Imelda O. Suzara
Acanac Rep

Hi any new promotions for current acanac users? Thks

[Imelda_Acanac]

Sales and DSL management said that they can check if you
are within the DSL area and only approximate speeds.
There are factors such as distance between your location
and Bell central office CO in your area, quality of line
where new buildings tend to have better quality of inside wiring
and thus faster speeds, if a remote is in the CO to boost speeds, etc.
Acanac does not guarantee speeds because of these variable factors.

You can do a guesstimate of distance using this:
Find the CO that serves your phone area code
http://www.telcodata.us/telcodata/telco
and in Google maps for directions,
http://maps.google.ca/maps?hl=en&tab=wl
type in your address and the address of the CO
and it will show a rough estimation in kms distance.
If you are located 1.5 to 2kms apart, you will probably
reach the 5M speeds for download. If further away,
the speeds are slower.

For customers, we have access to Bell Portal and measure
the distance by attenuation calculation and other information.

Imelda O. Suzara
Acanac Rep

I called today service is available but they can not tell me what speeds are possible and the only way to find out is when i hook it up.

[signup]

Payment by cash is accepted at:
Store
1346 Bloor St. W, Toronto

or mail money order or certified cheque to:
Head Office
1650 Dundas Street East. Unit 204
Mississauga, Ontario L4X 2Z3
If you cancel within initial 30 days, refund
will be by company cheque and mailed to you.

Regular DSL can take 5 to 7 business days
to activate from order processing date.
Your internet can be migrated over and when
service is active with Acanac, then after tell Bell.

Imelda O. Suzara
Acanac Rep


Can we just drop by to this Head Office to cancel our renewal just to make sure it's taken care of. Also, about returning the modem can I just drop this to this store or HO address and how long the deposit will be credited back to my credit card? Thanks!

[Imelda_Acanac]

You can cancel renewal and return modem at the store
but you also must email billing@acanac.com . When
the modem condition is accepted as working, it will be within
2 weeks to be credited back. If you ship it instead, email
shipping@acanac.com and they will inform Billing department.

Imelda O. Suzara
Acanac Rep

Can we just drop by to this Head Office to cancel our renewal just to make sure it's taken care of. Also, about returning the modem can I just drop this to this store or HO address and how long the deposit will be credited back to my credit card? Thanks!

[signup]

It's really weird with Acanac service, I have sent my request for cancelling my DSL service, someone named Louis DiBiase
from Retention Department Manager has answered me and try to make me staying with a free month offer, but I don't want to stay with them because when renewing I have to pay whole year in advance (33.95$ x 12 = 407$), that's not a good deal for me , I have sent them 3 other emails mentioning to keep my intention to cancel the service, but they never reply to me . Hope they don't try to ignore my email and will charge my credit card later. I have sent them my request 15 days before the end of my contract (they have specified at least 10 days before).

Imelda, this is what I worried about. That's why if possible can we just drop by in your Head Office for renewal cancellation?

I already heard a lot of horror stories about this renewal cancellation. Hope you understand.

[tragd]

Hi, regarding my situation about cancellation:

I spoke to Imelda and she was able to sort out my cancellation for about $500. A full refund is to be issued. Thank you Imelda.

[lame23]

I looked at the FAQ at acanac website, and im not sure if you need to have a bell phone service in order to sign up for their internet. I just want to order the internet, and I have no homephone, as I use my cell, is this possibl?

[signup]

A full refund is to be issued. Thank you Imelda.

So, you main you were being charged even you canceled it?:confused:

[fredsmith]

I looked at the FAQ at acanac website, and im not sure if you need to have a bell phone service in order to sign up for their internet. I just want to order the internet, and I have no homephone, as I use my cell, is this possibl?

What you need is called a dry loop to carry the signals. that will cost $8/month extra.

[fredsmith]

Imelda, this is what I worried about. That's why if possible can we just drop by in your Head Office for renewal cancellation?

I already heard a lot of horror stories about this renewal cancellation. Hope you understand.

Most of the tales are from people who simply do not understand their obligations as consumers.

I have yet to hear of anyone who cancelled ON TIME and then had trouble without a valid reason for the trouble. I certianly have heard of people who had Acanac's responses to their cancellations end up in their SPAM filters; I've heard about people who waited past the anniversay of their invoice date to cancel; I've heard about people who refused to open up tickets to document their cancellation.

But if you follow the rules you shouldn't have any trouble . . . .

Note that you have 30 days from the invoice date in the first term to cancel and get a full refund of your money.

And, for each referral you get that stays past the 30 day point, your renewal date is pushed back by a month - get 10 (I have 8) and get your service extended supposedly forever.

Note that soliciting referrals on RedFlagDeals, either overtly or covertly (though PMs and such) is a violation of board policy and will get you banned.

So, you main you were being charged even you canceled it?:confused:

Actually, he was charged, THEN he cancelled. The thread is a few pages back. And it was $408 (unless he had a dry loop). That's not 'about $500'.

I love hyperbole . . . . not!

[signup]

I have yet to hear of anyone who cancelled ON TIME and then had trouble without a valid reason for the trouble.

What about his situation, what can you say?:confused:

It's really weird with Acanac service, I have sent my request for cancelling my DSL service, someone named Louis DiBiase
from Retention Department Manager has answered me and try to make me staying with a free month offer, but I don't want to stay with them because when renewing I have to pay whole year in advance (33.95$ x 12 = 407$), that's not a good deal for me , I have sent them 3 other emails mentioning to keep my intention to cancel the service, but they never reply to me . Hope they don't try to ignore my email and will charge my credit card later. I have sent them my request 15 days before the end of my contract (they have specified at least 10 days before).

[tomtomtom]

What about his situation, what can you say?:confused:

Just insist you want to cancel. Say no more.;)

[fredsmith]

Exactly; Offering a come-on was fair game. If the recipient of the offer had agreed they would have saved $34 . . . not bad.

Does it say that they refused to cancel? No. Just that they offered a free month to stay.

I presume that the author declined.

[fredsmith]

It's really weird with Acanac service, I have sent my request for cancelling my DSL service, someone named Louis DiBiase
from Retention Department Manager has answered me and try to make me staying with a free month offer, but I don't want to stay with them because when renewing I have to pay whole year in advance (33.95$ x 12 = 407$), that's not a good deal for me , I have sent them 3 other emails mentioning to keep my intention to cancel the service, but they never reply to me . Hope they don't try to ignore my email and will charge my credit card later. I have sent them my request 15 days before the end of my contract (they have specified at least 10 days before).

Since someone quoted your post I would ask if you've been usng a ticket for the exchanges? Or have you been sending e-mails?

Tickets they would have trouble ignoring, because you get a copy of the submission . . . mail doesn't always get through.

[Justice_Chris]

It's really weird with Acanac service, I have sent my request for cancelling my DSL service, someone named Louis DiBiase
from Retention Department Manager has answered me and try to make me staying with a free month offer, but I don't want to stay with them because when renewing I have to pay whole year in advance (33.95$ x 12 = 407$), that's not a good deal for me , I have sent them 3 other emails mentioning to keep my intention to cancel the service, but they never reply to me . Hope they don't try to ignore my email and will charge my credit card later. I have sent them my request 15 days before the end of my contract (they have specified at least 10 days before).

If you have your mind set on cancelling do not stay any longer. I had the same occurrence about a year ago with the same person. I cancelled on the same day as the renewal date, which is fine per their user agreement. The guy tried to give me one extra month to try to look around for prices of other ISPs and if I found a better one then he would cancel. You know what happened when I did find another ISP with monthly billing a couple bucks less than accanac's year-in-advance rate? They billed me the monthly fee for that one month extra which is something like $40+ or so, don't remember correct amount. Go figure! Disputed it of course.:evil:

If you have proof of requesting cancellation within the correct time limit and they still bill your CC, dispute it with them first and then if nothing happens there dispute it with your credit card company. No one has the right to use your CC account without your authorization. They actually get charged for wrongful billing.

[ThomasTran]

I have opened tickets and followed the thread, and also sent by email. I don't know why it took long time. At least they have sent me the confirmation of my cancellation yesterday.

In fact, I cancel their internet service that's not because the price is so high, I think at 33.95$ a month, it's acceptable, however with that price they want to charge you 1 year in advance (407$), that's no way I can accept. With their promotion at 18.95$ a month for the first year, it's worth to pay the whole year in advance. So I go with TekSavvy now, althrough there is a cap limit at 200G, but I never use that much bandwidth.

Acanac always says that their price is the best but I have found another http://www.radioactif.com/forfaits_internet/forfaits-internet-avantages_ADSL.php with good price (28.95$/month - monthly term) they don't obligate you to pay whole year in advance .

I will also cancel for my 2 other sisters when their contracts will be ended. It's me who has refered them to Acanac and now I will change for them to Radioactif .

Regards

Thomas

[fredsmith]

I have opened tickets and followed the thread, and also sent by email. I don't know why it took long time. At least they have sent me the confirmation of my cancellation yesterday.

In fact, I cancel their internet service that's not because the price is so high, I think at 33.95$ a month, it's acceptable, however with that price they want to charge you 1 year in advance (407$), that's no way I can accept. With their promotion at 18.95$ a month for the first year, it's worth to pay the whole year in advance. So I go with TekSavvy now, althrough there is a cap limit at 200G, but I never use that much bandwidth.

Acanac always says that their price is the best but I have found another http://www.radioactif.com/forfaits_internet/forfaits-internet-avantages_ADSL.php with good price (28.95$/month - monthly term) they don't obligate you to pay whole year in advance .

I will also cancel for my 2 other sisters when their contracts will be ended. It's me who has refered them to Acanac and now I will change for them to Radioactif .

Regards

Thomas

Well;

The first year cost for Radioactif is about $12 more than the annual cost for Acanac - admittedly Radioactif doesn't charge the whole year up front. But they do charge a startup charge and don't forget to add in taxes.

Based on interest rates available, its pretty much a wash. If you don;t speak French you *might* have issues . . . their web site is unilingual french. Haven't checked, mind you.

We've coverd Teksavvy - again it is a question of prepaid annual service vs monthly . . . pretty much the same money. But Teksavvy does have that cap at that price point . . so if you do any significant downloading this package isn't for you and head-to-head, comparing unlimited plans Acanac comes off as the better financiasl deal.

If everything was equal, for having given me the first year promo I would just stay where I am - the local distribution for DSL is all handled by Bell, no matter who your ISP is. So in the end they're pretty much the same; except for tech support. Most of us can live without great support -Heck, Acanac really isn't any worse than Bell.

[signup]

If you have your mind set on cancelling do not stay any longer. I had the same occurrence about a year ago with the same person. I cancelled on the same day as the renewal date, which is fine per their user agreement. The guy tried to give me one extra month to try to look around for prices of other ISPs and if I found a better one then he would cancel. You know what happened when I did find another ISP with monthly billing a couple bucks less than accanac's year-in-advance rate? They billed me the monthly fee for that one month extra which is something like $40+ or so, don't remember correct amount. Go figure! Disputed it of course.:evil:

If you have proof of requesting cancellation within the correct time limit and they still bill your CC, dispute it with them first and then if nothing happens there dispute it with your credit card company. No one has the right to use your CC account without your authorization. They actually get charged for wrongful billing.

@ Fredsmith, another one customer experienced. So what can you say seems you're trying your best to defend Acanac customer service?

Also the situation of Thomas Tran what can you say? Any comments?

[signup]

double post...

[xhunter]

My 1st year contract will be up soon still more than a month away, thanks for all the posting it has provide me with most of the information I need to make my decision.

Looking around some of the option posted seems to me Acanac is still a better option, there is no getting around the dry loop charge unless I switch to bell as telephone provider. other service provide have cap on download and modem rental fee as extra.

Do I have to cancel my service to get an extra one month free promotion? is there away to do a two year term with lower cost with acanac?

Thanks all for the input.

[signup]

Yah better option if you're not being charge ahead of one full year. With the same price of the competitors in the following yr, I think it's not a good deal. Just my 2 cents...

[Imelda_Acanac]

If you do not have a regular phone, DSL needs at least a dry loop,
use of phone line without dial tone at $8 month or $96 year.
This is a cheaper option for those who do not have a land line
and use their cell phone. At sign up, you can fill out our form
online and choose Naked DSL dry loop and your home will be
assigned a number for it.
Sign up https://www.acanac.com/cgi-bin/acanac.cgi/Order_Personal_DSL.html
use promo code "Redflag 3344" in Comments box.

Imelda O. Suzara
Acanac Rep

I looked at the FAQ at acanac website, and im not sure if you need to have a bell phone service in order to sign up for their internet. I just want to order the internet, and I have no homephone, as I use my cell, is this possibl?

[Imelda_Acanac]

Customers have to remember that their renewal date
is the date their order was processed, and so cancellation
should be BEFORE the Renewal Date. The activation date
is several days after since it takes time to activate DSL
after the order is processed.
However, for those who canceled on the renewal date itself,
and not before, such as this customer, a full refund is still possible
http://www.redflagdeals.com/forums/showpost.php?p=8782199&postcount=1479
even if renewals are automatically charged to their credit card on the renewal date.
But for those who did AFTER, one month is charged extra for late cancellations.
Read under 30 Day money back for renewals
http://www.acanac.com/User-Agreement.html.
Remember customers can also pay using other methods
for those who do not like preauthorized card payments.

Imelda O. Suzara
Acanac Rep

So, you main you were being charged even you canceled it?:confused:

[jamewoong]

This just show me how Acanac tech support is sucks. Must relay to this forum to answer people question... What a ...

Instead of answer over and over... Please update your Acanac website with all FAQs.

[jamewoong]

Have you actually read some of the stuff Imelda writes?

naw, i bypass long text... not worth to waste my time to read...

[Imelda_Acanac]

A lot of companies probably try to retain the customers
who used their services with satisfaction. The job of the
Retention department is of course to try and keep current
customers satisfied that they renew and remain. However,
if customers were dissatisfied through the term, they will
complain and cancel. There are many other DSL ISPs
competing for customers and Acanac's promo deal for
the first year gives it that marketing edge but on the 2nd year,
its term prices become regular and on par with the rest.
Its Referral Program however remains unique among all ISPs.

Imelda O. Suzara
Acanac Rep

I have opened tickets and followed the thread, and also sent by email. I don't know why it took long time. At least they have sent me the confirmation of my cancellation yesterday.

In fact, I cancel their internet service that's not because the price is so high, I think at 33.95$ a month, it's acceptable, however with that price they want to charge you 1 year in advance (407$), that's no way I can accept. With their promotion at 18.95$ a month for the first year, it's worth to pay the whole year in advance. So I go with TekSavvy now, althrough there is a cap limit at 200G, but I never use that much bandwidth.

Acanac always says that their price is the best but I have found another http://www.radioactif.com/forfaits_internet/forfaits-internet-avantages_ADSL.php with good price (28.95$/month - monthly term) they don't obligate you to pay whole year in advance .

I will also cancel for my 2 other sisters when their contracts will be ended. It's me who has refered them to Acanac and now I will change for them to Radioactif .

Regards

Thomas

[Imelda_Acanac]

There is a link to the community FAQ from the main website
at the bottom right which leads to common questions
and answers http://faq.acanac.com/index.php?action=show .

The RFD forum has a lot of complaints of dissatisfied customers
and so I was assigned to assist and inform individuals who were
publicly posting their complaints against Acanac, in the hopes of
improving our customer service and help our customers get their
money's worth. Most use private messaging for their individual
problems to retain their privacy here. Since I started early March
2009, there have been over 300+ pm confirmed receipts between
individuals and myself to assist them specifically.

Imelda O. Suzara
Acanac Rep

This just show me how Acanac tech support is sucks. Must relay to this forum to answer people question... What a ...

Instead of answer over and over... Please update your Acanac website with all FAQs.

[Imelda_Acanac]

I was assigned to be Acanac's Rep on Redflagdeals forum
thanks to this thread started by a RFD member. Current
customers can be assisted online, especially if they have complaints.
Hopefully, this new method of public postings of questions
and answers along with private messaging of individual inquiries
will improve the relationship between Acanac and customers.

Imelda O. Suzara
Acanac Rep

http://acanac.ca/google-promo.htm?gclid=CM71oPiEvZcCFQVfFQodjW7kSg

100 Gigs of Online Storage
12 month contract that you pay up front <$228 for the year
30 day money back policy if you don't like their services
<$34 (taxes in) a month after the one year deal is done
Unlimited downloads, No Capping :)


Don't know the expiry on this deal (NOTE: Looks like it ends January 31). So hurry up and get it. Worst case utilize their 30 day money back policy. Promo only available in Ontario and Quebec.


Here's a review of their services (82% approval rating);
http://www.dslreports.com/comments/2744


:cheesygriPlease ***********************************:cheesygri

Thanks.

BTW, I've had Acanac since Sunday and have had no disconnections and a smooth 5mb service so far. I was with TekSavvy prior and would disconnect at least once a day. We have 3 computers, 2 of them were running WoW without lagging and the other one ran smoothly as well. Best Internet I've ever had.

[fredsmith]

@ Fredsmith, another one customer experienced. So what can you say seems you're trying your best to defend Acanac customer service?

Also the situation of Thomas Tran what can you say? Any comments?

Not at all.

In fact if you go through the thread you'll find that I also have complaints about some of Acanac's business processes. But Acanac is fair about such matters and is honest.

However I also have a serious problem with people who don't inform themselves - or even simply leave things too long and get into trouble through their ignorance and then whine, complain and try to blame the provider.

Another of my pet peeves are people who are pigs about deals - if there's a price error these vultures buy wholesale quantities and profiteer - and if they can't get what they want they b1tch and whine. As a group, I have seen how RedFlagDeals has facilitated the demise of a number of good marketing plans.

RedFlagDeals is NOT about raping a vendor for a pricing error, but about finding the best deal out there.

The spirit has been lost.

[Imelda_Acanac]

The best source for news updates on ISPs and Bell and phone companies
is from the websites of CATA and CAIP
May 2009
http://www.cata.ca/files/CAIP/R_V_on_Throttling_(20May09FINAL)-1.pdf
www.cata.ca/print/Media_and_Events/Press_Releases/cata_pr05050903.html

March to April 2008
CAIP Application to CRTC about Bell 60gb (pp.52 to 56)
http://www.cata.ca/Communities/caip/resources/HighSpeedAccess/April0408.html

Imelda O. Suzara
Acanac Rep

[X360]

However I also have a serious problem with people who don't inform themselves - or even simply leave things too long and get into trouble through their ignorance and then whine, complain and try to blame the provider.
Instead of hating to those people, why don't we say in different way... For example, just about a simple renewing prepaid $407/year which people whining about...

However I also have a serious problem with company who don't inform their customers - or even simply just email one month/week to inform their customers that they will be charged from their credit card amount $407 for renew their 1 year prepaid contract... If they don't like that, they can open a ticket to billing department to change the term or cancel, etc...
with these kind of uninform company ignorance policy and then whine, complain and try to blame the costumers not reading their user agreement.

[BlackJays]

When is Toronto going to wire this city with fiber!!? I heard some new buildings are being built with fiber lines but they are garbage. On par with cable/dsl at best.
Move to Sweden an get 100mbit (yep. 10megs. per second lol) from Telia for about what bell/rogers extreme service costs. Oh and no bandwidth limits. I know most of you probably can't comprehend how fast 100mbit is, so let me put it simply at 10mb/s you get a 600mb movie in 60sec. Not just in the city, cobblestone villages have 100mbit there ffs lol

Sweden is just one example and 100mbit is already becoming out of date in EU, most businesses are running on gbit lines (1000mbit). And gbit even being offered in some residential areas.

I dream of a city where there is no such thing as peak times...

[fredsmith]

When is Toronto going to wire this city with fiber!!? I heard some new buildings are being built with fiber lines but they are garbage. On par with cable/dsl at best.
Move to Sweden an get 100mbit (yep. 10megs. per second lol) from Telia for about what bell/rogers extreme service costs. Oh and no bandwidth limits. I know most of you probably can't comprehend how fast 100mbit is, so let me put it simply at 10mb/s you get a 600mb movie in 60sec. Not just in the city, cobblestone villages have 100mbit there ffs lol

Sweden is just one example and 100mbit is already becoming out of date in EU, most businesses are running on gbit lines (1000mbit). And gbit even being offered in some residential areas.

I dream of a city where there is no such thing as peak times...

You have to be willing to cover the infrastructure costs - and there's no demonstrated need for that kind of throughput at this time.

Note that serial data rates are expressed in megaBITS - so Sweden is 100 megabits, not 10 negabytes - besides it would be 12.5ish if you measured it that way because communications are synchronous and there are 8 bits per byte. Even so, you are going to be bandwidth restricted if only because content providers don't have enough bandwidth to service all of the demand at those rates.

Your dream works both ways. If there's no 'low time', there are no peaks; So move to a dial-up-only village in the Ozarks and your dream will have been realised, though perhaps not in the way you were hoping. Or, you could just move to Sweden, learn to speak Swedish and forego downloading all those movies you now have the capacity to grab every minute.

[fredsmith]

Instead of hating to those people, why don't we say in different way... For example, just about a simple renewing prepaid $407/year which people whining about...

That's how it works now . . . no one 'hates' them, but they are a whiney lot.

[ChampUz]

Best bet after done with acanac's first year price is to go to Velcom.
29.87 with rfd discount ) a month with no contract and pay in advance. They support MLPPP , unlimited bandwidth same speeds as tek and acanac. Meanwhile acanac is 4 dollars extra every month and you have to pay in advance. acanac does not support mLppp so you can't get around the throttling.

[fredsmith]

Best bet after done with acanac's first year price is to go to Velcom.
29.87 with rfd discount ) a month with no contract and pay in advance. They support MLPPP , unlimited bandwidth same speeds as tek and acanac. Meanwhile acanac is 4 dollars extra every month and you have to pay in advance. acanac does not support mLppp so you can't get around the throttling.

Velcom has a connection charge and I believe you have to add in taxes for Velcom so it would come to $33.72 in Quebec, $33.87 in Ontario - a whopping 13 cent saving in Quebec, 8 cent saving in Ontario against Velcom's up front setup fee . . . and Acanac certainly does have a throttle work-around.

If interest rates were such that you could actually make money by investing out the delayed payments it might make sense . . . however, since you won't make $15 on your $407 declining balance (You'd have to make 7.5% or so and if you did you'd pay half of it away in income tax so) you're still better off with Acanac.

[signup]

Best bet after done with acanac's first year price is to go to Velcom.
29.87 with rfd discount ) a month with no contract and pay in advance. They support MLPPP , unlimited bandwidth same speeds as tek and acanac. Meanwhile acanac is 4 dollars extra every month and you have to pay in advance. acanac does not support mLppp so you can't get around the throttling.

Thanks, nice find $29.95 this is cheaper at the same speed. Probably would try this after my Acanac contract ends.
But how about their service any feedback?

[Imelda_Acanac]

For heavy users of games and movies, Acanac's workaround from
throttling is access to its online pc network and SSH tunnel
http://acanac.ca/SSH-Tunnel-U.htm or
http://www.acanac.com/Webhosting.html

As for MLPPP, Paul Louro in Management had replied to this before:
'It's just a corporate decision. We will soon be introducing end to end
encryption and MLPPP is not a priority. Encryption solves the main
problem of throttling along with offering better privacy. The question
they really should be asking is why other ISP don't offer encryption.
If clients want to get two connections from Acanac I would recommend a
dual wan router.'
MLPPP can work with Acanac and another ISP authenticating it.

Imelda O. Suzara
Acanac Rep


Best bet after done with acanac's first year price is to go to Velcom.
29.87 with rfd discount ) a month with no contract and pay in advance. They support MLPPP , unlimited bandwidth same speeds as tek and acanac. Meanwhile acanac is 4 dollars extra every month and you have to pay in advance. acanac does not support mLppp so you can't get around the throttling.

[Imelda_Acanac]

Acanac offers its customers access to its fiber network
using the free online pc and SSH tunnel and the paid VPS
(Virtual Private Server) pc. The speeds are:
15M/25M http://acanac.ca/SSH-Tunnel-U.htm
10M/20M http://acanac.ca/more-info-pc.htm.

Here are my online speed tests using the company's network:
http://www.acanac.ca/speedtest/
Download Speed: 93499 kbps (11687.4 KB/sec transfer rate)
Upload Speed: 3781 kbps (472.6 KB/sec transfer rate)
http://speedtest.net/
http://www.speedtest.net/result/481161418.png (http://www.speedtest.net)

I did a Google translate on Telia residential
http://translate.google.com/translate?prev=hp&hl=en&js=n&u=http%3A%2F%2Fwww.telia.se%2Fprivat%2Fprodukter_t janster%2Finternet%2Fbredband-via-telejacket%2Fpriser%2F%3Fsl%3Dprivat_produkter_tja nster_internet_bredband-via-telejacket_priser&sl=sv&tl=en&history_state0=
1 to 5.2Mb = 259 kr or $38.74
12 to 24Mb = 359 kr or $53.70

Imelda O. Suzara
Acanac Rep

When is Toronto going to wire this city with fiber!!? I heard some new buildings are being built with fiber lines but they are garbage. On par with cable/dsl at best.
Move to Sweden an get 100mbit (yep. 10megs. per second lol) from Telia for about what bell/rogers extreme service costs. Oh and no bandwidth limits. I know most of you probably can't comprehend how fast 100mbit is, so let me put it simply at 10mb/s you get a 600mb movie in 60sec. Not just in the city, cobblestone villages have 100mbit there ffs lol

Sweden is just one example and 100mbit is already becoming out of date in EU, most businesses are running on gbit lines (1000mbit). And gbit even being offered in some residential areas.

I dream of a city where there is no such thing as peak times...

[user01]

Acanac offers its customers access to its fiber network
using the free online pc and SSH tunnel and the paid VPS
(Virtual Private Server) pc. The speeds are:
15M/25M http://acanac.ca/SSH-Tunnel-U.htm
10M/20M http://acanac.ca/more-info-pc.htm.

Here are my online speed tests using the company's network:
http://www.acanac.ca/speedtest/
Download Speed: 93499 kbps (11687.4 KB/sec transfer rate)
Upload Speed: 3781 kbps (472.6 KB/sec transfer rate)
http://speedtest.net/
http://www.speedtest.net/result/481161418.png (http://www.speedtest.net)

I did a Google translate on Telia residential
http://translate.google.com/translate?prev=hp&hl=en&js=n&u=http%3A%2F%2Fwww.telia.se%2Fprivat%2Fprodukter_t janster%2Finternet%2Fbredband-via-telejacket%2Fpriser%2F%3Fsl%3Dprivat_produkter_tja nster_internet_bredband-via-telejacket_priser&sl=sv&tl=en&history_state0=
1 to 5.2Mb = 259 kr or $38.74
12 to 24Mb = 359 kr or $53.70

Imelda O. Suzara
Acanac Rep

Hey Imelda, will ACANAC have the 60GB cap like Rogers, Bell, etc? :confused::confused::confused:

[rdx]

Has any Bell Internet user tried calling Bell for cancellation? Did they transfer you to retention and offer anything to keep you with thme ? Or they simply don't have anything to match and let you go once you tell them you will be paying $19 a month?

They are currently charging $50+taxes !!!

[tomtomtom]

Has any Bell Internet user tried calling Bell for cancellation? Did they transfer you to retention and offer anything to keep you with thme ? Or they simply don't have anything to match and let you go once you tell them you will be paying $19 a month?

They are currently charging $50+taxes !!!

They offered me 5 bucks off per month. :evil: Obviously, they tried really hard to keep me with them.

[Dangaa]

has anyone had problems with Acanac modems not being able to synch to Bell?

I've had 2 modems sent to me from Acanac, with which both I can not synch and continuously get a blinking DSL light.

Bell has come in to my apt, tested my jack and can succesfully synch (as confirmed by Acanac's tech team).

I'm being told that its a problem with Bell, but if they can get a signal - I can't figure out whats wrong!

Its been 2 weeks since the last day of my 7 day connectivity period!

Help!

[25jai]

Velcom has a connection charge and I believe you have to add in taxes for Velcom so it would come to $33.72 in Quebec, $33.87 in Ontario - a whopping 13 cent saving in Quebec, 8 cent saving in Ontario against Velcom's up front setup fee . . . and Acanac certainly does have a throttle work-around.

Theres no activation charge if you don't use dryloop.

and, according to this post in the velcom thread, it is $28.87/month if you join the RFDgroup, TAX INCLUDED:

http://www.redflagdeals.com/forums/showpost.php?p=8559366&postcount=282

[rdx]

They offered me 5 bucks off per month. :evil: Obviously, they tried really hard to keep me with them.


That's too bad. I thought they would at least match price for one year.

Anyway, I guess I am going to call and cancel. Do they just send you the return box for all hardwares?

How long does it take for Acanac to mail us the modem and activate the service? I want to get an idea for the down time without internet service...... I assume Bell will only stop the service by the end of the prepaid month, right?

[Imelda_Acanac]

I am still reading the recent May 2009 update from the CATA/CAIP
Canadian Association of Internet Providers websites to the CRTC
Canadian Radio television and Telecommunications Commission
against this Bell move to cap and throttle. I just posted #1503
http://www.redflagdeals.com/forums/showpost.php?p=8793284&postcount=1503
for more information from those sources. Acanac is one of the
Applicants against Bell's throttling and usage-based pricing 60gb.

Imelda O. Suzara
Acanac Rep

Hey Imelda, will ACANAC have the 60GB cap like Rogers, Bell, etc? :confused::confused::confused:

[rdx]

I am still reading the recent May 2009 update from the CATA/CAIP
Canadian Association of Internet Providers websites to the CRTC
Canadian Radio television and Telecommunications Commission
against this Bell move to cap and throttle. I just posted #1503
http://www.redflagdeals.com/forums/showpost.php?p=8793284&postcount=1503
for more information from those sources. Acanac is one of the
Applicants against Bell's throttling and usage-based pricing 60gb.

Imelda O. Suzara
Acanac Rep

But, if Bell is the only DSL wholesaler and they put the cap on it to all resellers including Acanac, there is nothing DSL resellers can do, but to follow, right?

But anyway, if both of them have cap, we will still go for the cheaper one !

[Imelda_Acanac]

The modem router instructions that came with it explain the lights:
1) PPP lights up solid when connection established to internet
2) PWR power lights up (at rear connect to electric outlet)
3) DSL lights up when ADSL connection established
but flickers when it is trying to connect to ISP
(at rear connect DSL port to phone jack)
4) ETH/ACT lights up when ethernet cable is properly
connected from it to ethernet card in computer (or other *router)
but flickers when transmitting/receiving data (at rear connect to
ethernet network card or hub/switch of computer);
advisable to use this instead of the USB port
5) USB lights up when USB driver is installed in pc
Note: I do not use USB on my home studio network setup.
*I use the ETH to an Airport Express wireless router and my macbook
detects the Airport's signals without wires.

If you want a follow-up, please pm me your name and number.

Imelda O. Suzara
Acanac Rep

has anyone had problems with Acanac modems not being able to synch to Bell?

I've had 2 modems sent to me from Acanac, with which both I can not synch and continuously get a blinking DSL light.

Bell has come in to my apt, tested my jack and can succesfully synch (as confirmed by Acanac's tech team).

I'm being told that its a problem with Bell, but if they can get a signal - I can't figure out whats wrong!

Its been 2 weeks since the last day of my 7 day connectivity period!

Help!

[Imelda_Acanac]

It is advisable to first sign up and get activated
with Acanac before canceling other ISP. It can
be migrated over with minimal downtime if you have
it simultaneously as you switch. It takes up to
5 to 7 business days for regular DSL and up to 9
for dry loop DSL to be activated from order date.

Imelda O. Suzara
Acanac Rep

That's too bad. I thought they would at least match price for one year.

Anyway, I guess I am going to call and cancel. Do they just send you the return box for all hardwares?

How long does it take for Acanac to mail us the modem and activate the service? I want to get an idea for the down time without internet service...... I assume Bell will only stop the service by the end of the prepaid month, right?

[fredsmith]

Theres no activation charge if you don't use dryloop.

and, according to this post in the velcom thread, it is $28.87/month if you join the RFDgroup, TAX INCLUDED:

http://www.redflagdeals.com/forums/showpost.php?p=8559366&postcount=282
According to one a couple of posts before (#276), it was:

RFD group will get 5% off the regular dry loop DSL service which is $39.95.
So monthly bill should be $39.95 -5%(discount) +5%(GST) = $39.95

Looks like they DO charge tax, though since they're in Ontario, Quebecois would only pay the GST . . . And to join the RFD group you have to accept an annual commitment.

Lots of complaints in that thread about spotty service too - so, assuming you did NOT join the group; instead of paying Acanac $34 plus $8 - $42 for Acanac dry loop service, you'd pay $39.95 + 5% + 8% (being in Ontario) = 45.30 - a surcharge of $2.30 per month. In Quebec it would be $41.34 per month - you'd save 60 cents a month against a $15 sigup fee and the opportunity to pay opne or more of several $25 fees over the term . . .

You're better off paying Acanac up front after getting the great first year deal.

And from Velcom FAQ page:

http://www.velcom.ca/faq.htm

FAQ #13:

Q: Is there a setup fee for an account activation?
A: Yes, there is a onetime activation fee, it is $15 + tax
Doesn't say that they waive it if you don't use a dry loop.

FAQ #22

Q: May I cancel my service anytime without any charges?
A: If you decide to cancel the DSL service within the first month then there is a $25 cancellation fee. Nevertheless, if you decide to cancel within the second month then there will not be any cancellation charges. However, if you intend on canceling your DSL service you must provide notice of the cancellation seven days before your next bill.


FAQ #27:

Q: Are there any other charges thatmmay apply to my account?
A: The following charges may apply if applicable.

1) $25 - Moving during the first month of the activation date
2) $25 - For any cancellation within the first 30 days of the activation date.
3) $25 - For any speed change after activation
(ex: from 3 Meg to 5 Meg, 3 Meg to Basic, ...)

Face it. Because the front ends are owned by Bell and becauise most of the porblems are with the front end, All of the second tier ISPs are pretty much the same.

[fredsmith]

Has any Bell Internet user tried calling Bell for cancellation? Did they transfer you to retention and offer anything to keep you with thme ? Or they simply don't have anything to match and let you go once you tell them you will be paying $19 a month?

They are currently charging $50+taxes !!!

When I left Bell for Acanac I tried to get them to price-match. I told the CSR the price and he laughed and asked if I was going with Acanac.

When I said I was he told me that they will not price-patch any of the second tier providers; their service was 'worth it'.

I was with Bell for 2 years and not one of the 24 bills they sent was correct.

That was one of the things I liked about Acanac. No financial surprises.

[25jai]

According to one a couple of posts before (#276), it was:

RFD group will get 5% off the regular dry loop DSL service which is $39.95.
So monthly bill should be $39.95 -5%(discount) +5%(GST) = $39.95

Looks like they DO charge tax, though since they're in Ontario, Quebecois would only pay the GST . . . And to join the RFD group you have to accept an annual commitment.

Lots of complaints in that thread about spotty service too - so, assuming you did NOT join the group; instead of paying Acanac $34 plus $8 - $42 for Acanac dry loop service, you'd pay $39.95 + 5% + 8% (being in Ontario) = 45.30 - a surcharge of $2.30 per month. In Quebec it would be $41.34 per month - you'd save 60 cents a month against a $15 sigup fee and the opportunity to pay opne or more of several $25 fees over the term . . .

You're better off paying Acanac up front after getting the great first year deal.

And from Velcom FAQ page:

http://www.velcom.ca/faq.htm

FAQ #13:

Q: Is there a setup fee for an account activation?
A: Yes, there is a onetime activation fee, it is $15 + tax
Doesn't say that they waive it if you don't use a dry loop.

FAQ #22

Q: May I cancel my service anytime without any charges?
A: If you decide to cancel the DSL service within the first month then there is a $25 cancellation fee. Nevertheless, if you decide to cancel within the second month then there will not be any cancellation charges. However, if you intend on canceling your DSL service you must provide notice of the cancellation seven days before your next bill.


FAQ #27:

Q: Are there any other charges thatmmay apply to my account?
A: The following charges may apply if applicable.

1) $25 - Moving during the first month of the activation date
2) $25 - For any cancellation within the first 30 days of the activation date.
3) $25 - For any speed change after activation
(ex: from 3 Meg to 5 Meg, 3 Meg to Basic, ...)

Face it. Because the front ends are owned by Bell and becauise most of the porblems are with the front end, All of the second tier ISPs are pretty much the same.

Yes that post was stating Plus tax, but that is not for the RFDgroup rate, if you read that he said he cannot get the group because he is already a customer.

Second, about the activation fee for non dry loop, if you read the first post:


Edit 3: (edited again) There is no contract and no activation fee is you don't need dry loop

Dry loop has a 20$ activation fee.

Thirdly, where do you get the idea that Velcom makes you have an annual commitment in order to join the RFD group? I'd like to see it written somewhere, if you can find it.

Lastly, like you said many times in this thread, if you find a problem it's mostly bells fault. Sure, it is bell's fault, but service won't be as bad when they have a 24/7 technical support line, whereas Acanac has it until 5pm, then you'll have to rely on the mail system.

I'm not saying Acanac is bad, since my line is great. I'm just saying that you are not just better off with acanac after the first year. There are options that are also beneficial.

What i'm saying is that for me i'm going to switch to Velcom (or teksavvy) when my first year is done. I just want mlppp support, not that the tunneling from acanac doesn't work, i'm just lazy sometimes to have to open an extra program to download torrents.

[fredsmith]

That quote I put in the message was from Velcom - the deal is presently 5% off, which simply offsets the GST.

So, apparently dry loop is $40 tax included (in Ontario) compared with $42 wth Acanac in the second year - plus $20 for activation - I didn't see where there is no regular activation fee . . . but since I'm not going with them it isn't my problem.

I've read through the first couple of pages, just to get a feel for the Velcom deal . . . there's almost 30 pages of stuff - lots of it is just garbage and since I'm not going with them it doesn't ineterst me.

The 'annual' issue' came from a post on the first page . . . it was a question though, not a statement. I missed the question mark.

They DO charge tax - apparently only GST, though it could be that Quebecois DO legally have to pay the telecom tax of 7.5%, they may not be collecting it - no one in those first few pages asked the question.

From what I gather, the deal is dynamic; it depends on the absolute number of members at any one tmie. So if they get 10 members the monthly rate should drop by 5%, but if people leave the rate goes back up. If it drops below 5 there is no discount and so on.

I suppose that in true RFD fashion, many members will abandon Acanac after the first year; And they'll chase the deal of the day. But for many people, just saving ALL THAT MONEY in the first year justifies staying with Acanac rather than waste their time ISP hopping from year one to the next . . .

I was with Videotron; When they started messing with rates and hit $50, I left. For all that money they had their share of outages.

I went with Bell; They gave me a decent rate ($35 for unlimited), but I never got a bill I didn't have to challenge; They double charged; if there was a problem (and there were problems) it was heck to get them to resolve it, so I took matters into my own hands.

I went with Acanac for the price; The service was decent. I do my own support. I am saying here until and unless someone offers me a significant improvment.

Acanac has responded to service tickets from me nights and week-ends. They may not offer 24/7 telephone support, but they DO fix issues if you can figure out how to reach them (which might be as simple as phoning - I have never tried; I prefer a writen audit trail).

My time is too valuable to spend chasing pennies. I have to focus on the bigger issues.

I put enough profit in my pocket the first year that I can afford to pay an extra buck or 2 each month for the next few years and still be head of the game financially.

[Imelda_Acanac]

Acanac offers customers use of its fiber optic networks
which have faster speeds. There is the paid VPS pc with
10M to 20M speeds http://acanac.ca/more-info-pc.htm
or the free online pc with SSH tunnel http://acanac.ca/SSH-Tunnel-U.htm.
My current speed tests using Acanac's network:
http://www.acanac.ca/speedtest/
Download Speed: 39691 kbps (4961.4 KB/sec transfer rate)
Upload Speed: 17666 kbps (2208.3 KB/sec transfer rate)
http://speedtest.net/
http://www.speedtest.net/result/481819778.png (http://www.speedtest.net)
It only requires using the NX software and logging in as staff.

MLPPP requires 2 DSL lines and dual wan router
to combine the speeds. Acanac DSL combined
with another ISP DSL can work if other ISP authenticates:
Acanac DSL = 5M plus other ISP DSL = 5M totaling 10M
Read http://community.acanac.com/acanac/viewtopic.php?f=22&t=7164&start=75&st=0&sk=t&sd=a

For those willing to pay extra money for faster speeds,
there are existing solutions available.

Imelda O. Suzara
Acanac Rep

Yes that post was stating Plus tax, but that is not for the RFDgroup rate, if you read that he said he cannot get the group because he is already a customer.

Second, about the activation fee for non dry loop, if you read the first post:



Thirdly, where do you get the idea that Velcom makes you have an annual commitment in order to join the RFD group? I'd like to see it written somewhere, if you can find it.

Lastly, like you said many times in this thread, if you find a problem it's mostly bells fault. Sure, it is bell's fault, but service won't be as bad when they have a 24/7 technical support line, whereas Acanac has it until 5pm, then you'll have to rely on the mail system.

I'm not saying Acanac is bad, since my line is great. I'm just saying that you are not just better off with acanac after the first year. There are options that are also beneficial.

What i'm saying is that for me i'm going to switch to Velcom (or teksavvy) when my first year is done. I just want mlppp support, not that the tunneling from acanac doesn't work, i'm just lazy sometimes to have to open an extra program to download torrents.

[nightwalker]

how do i get the SSH tunnel to work with a mac?

[Cas77]

how do i get the SSH tunnel to work with a mac?

There's a Putty for Mac.

Just joined Acanac last week. Works great, good support so far. They just had to open a ticket with Hell to up my profile from 3Mbps to 5Mbps...not their fault!

They also hooked me up with the VirtualPC and tunnelling less than a day after I requested it. Even with only 3Mbps, torrents through tunnelling are much faster than my old crippled 10Mbps Rogers service.

[Imelda_Acanac]

There are different software versions of the network browser
and SSH tunnel that will work with either mac or pc computers.
Email support@acanac.com or online form
https://www.acanac.com/support/contactus.php
with your username and they will email you instructions.

Imelda O. Suzara
Acanac Rep

how do i get the SSH tunnel to work with a mac?

[xbl_sucks]

Imelda - I am thinking of going with your company from Rogers. I have home phone from them so do I need any special connections/dry loops from your end?

Thanks in advance

[Imelda_Acanac]

Rogers uses cable for its internet and phone.
Acanac uses phone lines for internet, either wet loop
(regular phone) or dry loop (without dial tone).
If you want to switch, first ask Rogers for a CID (circuit id)
number or if not, you need a dry loop with Acanac
to have DSL with us. Dry loop is extra $8 month or $96 year.
If you need extra instructions to sign up, please pm me.

Imelda O. Suzara
Acanac Rep

Imelda - I am thinking of going with your company from Rogers. I have home phone from them so do I need any special connections/dry loops from your end?

Thanks in advance

[Totoriko]

Just an update as it's been about a month since I got connected. Speed has been pretty good down and upstream. Had to reset the modem twice.

Will I recommend Acanac to family and friends? Yes.

[Imelda_Acanac]

Please remember to keep track of names of your referrals
and remind them to email your name to us after
their first initial 30 days of service so that you can get
one month credit per new customer added to your
renewal date. By the 10th, its free internet for life!

Imelda O. Suzara
Acanac Rep

Just an update as it's been about a month since I got connected. Speed has been pretty good down and upstream. Had to reset the modem twice.

Will I recommend Acanac to family and friends? Yes.

[hpidc2]

i signed up last week and was just wondering when i am supposed to recieve my email with my userid and password and if there was a tech that is scheduled to come to my hnuse?

[Imelda_Acanac]

I can check with your name and number to follow up
on your order.

Imelda O. Suzara
Acanac Rep

i signed up last week and was just wondering when i am supposed to recieve my email with my userid and password and if there was a tech that is scheduled to come to my hnuse?

[rdx]

It is advisable to first sign up and get activated
with Acanac before canceling other ISP. It can
be migrated over with minimal downtime if you have
it simultaneously as you switch. It takes up to
5 to 7 business days for regular DSL and up to 9
for dry loop DSL to be activated from order date.

Imelda O. Suzara
Acanac Rep

If I sign up online today, what day should I ask Bell to stop the service? Or You guys will work with Bell to transition? I think Bell bills one month ahead, I should ask them what is the last date the last bill covers.

[Imelda_Acanac]

If you sign up today, your order will be processed within 24 to 48 hours
and activation is 5 to 7 business days for regular DSL, up to 9 for dry loop DSL.
Are you canceling both the phone and DSL or only the DSL?
The service will be migrated over so wait until it is active with Acanac before
you cancel with Bell. It is advised in our FAQs http://acanac.ca/DSL-FAQ.htm.
So please cancel with other ISP, AFTER internet is active with Acanac.

Imelda O. Suzara
Acanac Rep

If I sign up online today, what day should I ask Bell to stop the service? Or You guys will work with Bell to transition? I think Bell bills one month ahead, I should ask them what is the last date the last bill covers.

[nightwalker]

There are different software versions of the network browser
and SSH tunnel that will work with either mac or pc computers.
Email support@acanac.com or online form
https://www.acanac.com/support/contactus.php
with your username and they will email you instructions.

Imelda O. Suzara
Acanac Rep

Hey Imelda, I tried contacting them about it several times but I never get a response...I just tried it yesterday as well..

Can you post the instructions for setting up SSH tunnel here?

Thanks

[rdx]

If you sign up today, your order will be processed within 24 to 48 hours
and activation is 5 to 7 business days for regular DSL, up to 9 for dry loop DSL.
Are you canceling both the phone and DSL or only the DSL?
The service will be migrated over so wait until it is active with Acanac before
you cancel with Bell. It is advised in our FAQs http://acanac.ca/DSL-FAQ.htm.
So please cancel with other ISP, AFTER internet is active with Acanac.

Imelda O. Suzara
Acanac Rep

Thanks. I am canceling the DSL with Bell only and keeping the landline unless you guys offer good deal for phone landline as well (I need a landline for my security system).

So, once Acanac activates the service in 5-7 days, you guys will send me an email, and I can call Bell to deactive, right? Do they usually say it takes a month notice to cancel? But I guess they can't charge me if you guys already activate and I assume they have to deactivate right away, right? As I can't have two DSL services on one phone line, right?

Once it is active, will Acanac just send all hardware (including the returnable modem) to us for self installation? or someone will come to install?

[fredsmith]

Thanks. I am canceling the DSL with Bell only and keeping the landline unless you guys offer good deal for phone landline as well (I need a landline for my security system).

So, once Acanac activates the service in 5-7 days, you guys will send me an email, and I can call Bell to deactive, right? Do they usually say it takes a month notice to cancel? But I guess they can't charge me if you guys already activate and I assume they have to deactivate right away, right? As I can't have two DSL services on one phone line, right?

Actually you can have both ISPs active at the same time, but only one modem . . . the reason is that there is only one DSL network - you login to your ISP by entering the username and password into the appropriate fields of your modem or router (depending on which you implemented the PPPOE protocol in).

Acanac will send you your login information within a day or two (as son as they process your order) - note the invoice date as it is confirms the renewal date and is the reference for the 30 day trial.

Bell wants 30 days cancellation notice and they WILL charge you until the end of the period. So as long as you are OK for Acanac, cancelling Bell can be done at the same time or even before you order from Acanac.

[rdx]

Thanks. I am canceling the DSL with Bell only and keeping the landline unless you guys offer good deal for phone landline as well (I need a landline for my security system).

So, once Acanac activates the service in 5-7 days, you guys will send me an email, and I can call Bell to deactive, right? Do they usually say it takes a month notice to cancel? But I guess they can't charge me if you guys already activate and I assume they have to deactivate right away, right? As I can't have two DSL services on one phone line, right?

Once it is active, will Acanac just send all hardware (including the returnable modem) to us for self installation? or someone will come to install?

So, even I call Bell to cancel at the time I sign up on Acanac, I will probably have about 3 weeks of overlap services (payment) assuming Bell charges for the next month.

Once Acanac activates the service, will you guys send all hardware (including the returnable modem) to us right away? Otherwise, I can't use your internet service even it is activated. Will someone come over for installation or it is all self installed?

[fredsmith]

So, even I call Bell to cancel at the time I sign up on Acanac, I will probably have about 3 weeks of overlap services (payment) assuming Bell charges for the next month.

Once Acanac activates the service, will you guys send all hardware (including the returnable modem) to us right away? Otherwise, I can't use your internet service even it is activated. Will someone come over for installation or it is all self installed?

OK, first of all I am not associated with Acanac, except as a subscriber.

No, they don't send anyone over nor do they have anyone to send over except Bell for trooubleshooting, since Bell owns the network - then again Bell doesn;t send anyone over for installations, unless you pay them for it.

Acanac can ship you a preconfigured modem if you order it - they charge $50 if I remember correctly and if you return the modem at the end of your term in good physical and mechanical condition, they'll credit you the payment.

[rdx]

OK, first of all I am not associated with Acanac, except as a subscriber.

No, they don't send anyone over nor do they have anyone to send over except Bell for trooubleshooting, since Bell owns the network - then again Bell doesn;t send anyone over for installations, unless you pay them for it.

Acanac can ship you a preconfigured modem if you order it - they charge $50 if I remember correctly and if you return the modem at the end of your term in good physical and mechanical condition, they'll credit you the payment.

Yes, I did the self installation with Bell modem before as well. I assume Acanac one is pretty similar, and the only difference is that Bell modem works as wireless router as well.

I need to start shopping for a N wireless router now :) Do Acanac send us some phone filters as well?

[Imelda_Acanac]

They are published online http://acanac.ca/SSH-Tunnel-U.htm
but you have to email Support too so they can allow you access
to our fiber optic network to use our faster nx browser online pc
and SSH tunnel.

Imelda O. Suzara
Acanac Rep

Hey Imelda, I tried contacting them about it several times but I never get a response...I just tried it yesterday as well..

Can you post the instructions for setting up SSH tunnel here?

Thanks

[seraphc]

Hi Imelda,

My account needs to be renew for the next year, and if I am going to pay for a year in advance with the regular price, and decide to cancel in the middle of the year, will I get refund for the rest of the year??

Also, the test result for my connection speed is about 2.8mb around 8pm at night most of the time, this is normal or if there is anyway to speed it up?

thanks.

[goat]

has anybody switched from Rogers to Acanac?

I'm trying to think what the final cost would be (roughly) for a switch

To start, i'd have to get them to switch my phone lines so i could use DSL
then i'd want the dual DSL for the 10mbit connection

How much am I looking for the transition + monthly charge for dual + other costs?

Also - did Rogers retention try and keep you? I've been with Rogers since 1990, so i'm hoping 19 years of commitment will help me bargain with them a bit.

[nightwalker]

They are published online http://acanac.ca/SSH-Tunnel-U.htm
but you have to email Support too so they can allow you access
to our fiber optic network to use our faster nx browser online pc
and SSH tunnel.

Imelda O. Suzara
Acanac Rep

Hi, I already have the access to the network.

Those instructions are for a PC not a Mac...Do you guys have any instructions for macs?

[Imelda_Acanac]

Acanac does not offer land line only VOIP digital phone which
you can add on after, unless your security system requires a regular analog phone.
As you are switching only the DSL, it will take 5 to 7 business days
to activate from order. If you are keeping your Bell modem, you will
have to configure it yourself and enter your username@acanac.net
and password into it. Or if you buy one from Acanac, just plug it
in and when lights are on, it is connected. Two Filters to cut out DSL noise
from phones come with the modem. When you are active with Acanac DSL,
then cancel with Bell DSL after, although you can switch back and forth
between the 2 by changing the username/password while both are active
on the phone line, until you cancel one. We have a 30 day money back guarantee
if you decide to cancel Acanac instead. It does not usually require an inside
visit to your home since activation can be done from outside or from the Bell
Central Office.
Please pm me your name and number if you want a follow-up on your order.

Imelda O. Suzara
Acanac Rep

Thanks. I am canceling the DSL with Bell only and keeping the landline unless you guys offer good deal for phone landline as well (I need a landline for my security system).

So, once Acanac activates the service in 5-7 days, you guys will send me an email, and I can call Bell to deactive, right? Do they usually say it takes a month notice to cancel? But I guess they can't charge me if you guys already activate and I assume they have to deactivate right away, right? As I can't have two DSL services on one phone line, right?

Once it is active, will Acanac just send all hardware (including the returnable modem) to us for self installation? or someone will come to install?

[Imelda_Acanac]

Support should email you both since there are softwares
for both pc or mac computers.

Imelda O. Suzara
Acanac Rep

Hi, I already have the access to the network.

Those instructions are for a PC not a Mac...Do you guys have any instructions for macs?

[Phuman]

They Shipped my modem in no time! Ordered on Sunday morning and got my modem yesterday morning. They give you 2 phone filters.

[Imelda_Acanac]

If you know that you only need half a year, get
the 6 month term instead at $35.95 month x 6
= $215.70. On the 2nd year, cancelations get refunded
the remaining unused months minus one month
if cancelation was past the renewal date.
Read http://acanac.ca/User-Agreement.html.

Bell practises traffic shaping or throttling from 4pm to 2am.
If you pm me your name and number, I can check
your sync profile and speeds and open a repair ticket.

Online Speed Tests
If you want to check on your own, try these:
1) go to http://192.168.1.1 , use 'admin', 'admin',
click on Status, Modem Status, read your
Up and Down speeds.
2) go to http://www.acanac.ca/speedtest/
3) go to http://speedtest.net/

Imelda O. Suzara
Acanac Rep

Hi Imelda,

My account needs to be renew for the next year, and if I am going to pay for a year in advance with the regular price, and decide to cancel in the middle of the year, will I get refund for the rest of the year??

Also, the test result for my connection speed is about 2.8mb around 8pm at night most of the time, this is normal or if there is anyway to speed it up?

thanks.

[rdx]

Acanac does not offer land line only VOIP digital phone which
you can add on after, unless your security system requires a regular analog phone.
As you are switching only the DSL, it will take 5 to 7 business days
to activate from order. If you are keeping your Bell modem, you will
have to configure it yourself and enter your username@acanac.net
and password into it. Or if you buy one from Acanac, just plug it
in and when lights are on, it is connected. Two Filters to cut out DSL noise
from phones come with the modem. When you are active with Acanac DSL,
then cancel with Bell DSL after, although you can switch back and forth
between the 2 by changing the username/password while both are active
on the phone line, until you cancel one. We have a 30 day money back guarantee
if you decide to cancel Acanac instead. It does not usually require an inside
visit to your home since activation can be done from outside or from the Bell
Central Office.
Please pm me your name and number if you want a follow-up on your order.

Imelda O. Suzara
Acanac Rep

ic. Thanks. I am not keeping Bell's modem as it is mandatory to rent from them. I will give them a quick call to nite to confirm the canceling process, and sign up Acanac tonite as well. Thanks

[Imelda_Acanac]

Rogers uses cable lines for internet and Acanac uses phone lines for it.
DSL can run on dry loop which is use of the phone jack without dial tone
at $8 month or $96 year, so you do not need a regular phone anymore.
As for MLPPP which can run on 2 DSL lines, at this point you can have
1 DSL with Acanac, but you need another ISP DSL line such as Teksavvy
which authenticates the MLPPP. Acanac does not authenticate MLPPP.
You need to buy a dual wan router for this which takes MLPPP.

Another way to get 10M or more with Acanac is to get 1 dry loop DSL 5M
and use our fiber optic network with free online pc and SSH tunnel or
paid VPS pc which has speeds 10M or more.
Total costs for first year at promotional discounted deal:
DSL $227.40 + dry loop $96 + modem $49.95 = $373.35
includes use of our free online pc with SSH tunnel
or if you want a Virtual Private Server pc $287.40 = $660.75 year.
Read free online pc and SSH tunnel http://acanac.ca/SSH-Tunnel-U.htm
or paid VPS pc http://acanac.ca/more-info-pc.htm.

Imelda O. Suzara
Acanac Rep

has anybody switched from Rogers to Acanac?

I'm trying to think what the final cost would be (roughly) for a switch

To start, i'd have to get them to switch my phone lines so i could use DSL
then i'd want the dual DSL for the 10mbit connection

How much am I looking for the transition + monthly charge for dual + other costs?

Also - did Rogers retention try and keep you? I've been with Rogers since 1990, so i'm hoping 19 years of commitment will help me bargain with them a bit.

[Imelda_Acanac]

It is advisable to first sign up with Acanac and wait
till activation before you inform and cancel with Bell.
This lessens downtime while switching.

Imelda O. Suzara
Acanac Rep

ic. Thanks. I am not keeping Bell's modem as it is mandatory to rent from them. I will give them a quick call to nite to confirm the canceling process, and sign up Acanac tonite as well. Thanks

[rdx]

It is advisable to first sign up with Acanac and wait
till activation before you inform and cancel with Bell.
This lessens downtime while switching.

Imelda O. Suzara
Acanac Rep


I just signed up online :)

But I am still going to call Bell tonite to find out more about the cancellation process. If they say they will charge me for next month anyway, I will just cancel it right away, and ask them to it activate till the last day of paid period. I guess the sooner I call and cancel, the sooner they can start the 30 days notice (if there is one).

Looking forward to receive email confirmation and modem from Acanac. Also, will start shopping for a new router, my G is dead and only have a old B left.... Guys, any N router deal in any store? ;)

[rdx]

When do Acanac starts charging me. The date they activate account?

I just got the email from Acanac giving me the password and login.

[Imelda_Acanac]

Order date is the date your account is opened and processed
with payment and is also the renewal date a year from now.
Activation date is 5 to 9 business days after when internet
connection is established.

Imelda O. Suzara
Acanac Rep

When do Acanac starts charging me. The date they activate account?

I just got the email from Acanac giving me the password and login.

[rdx]

Order date is the date your account is opened and processed
with payment and is also the renewal date a year from now.
Activation date is 5 to 9 business days after when internet
connection is established.

Imelda O. Suzara
Acanac Rep

So, when are you guys going to process the payment? I assume it will be after I receive the modem and the internet is activated, right?

[Imelda_Acanac]

I can check your order date if you pm me your name and
number. The order date is the same date as the processing
of payment which is within 24 hours of your sign up date.

Imelda O. Suzara
Acanac Rep

So, when are you guys going to process the payment? I assume it will be after I receive the modem and the internet is activated, right?

[rdx]

So we got charged even before service activation and receiving the modem ???

[nightwalker]

Support should email you both since there are softwares
for both pc or mac computers.

Imelda O. Suzara
Acanac Rep

They don't respond to the ticket i send them...they jsut ignore it
can't you just post the name of the software here?

[fredsmith]

They don't respond to the ticket i send them...they jsut ignore it
can't you just post the name of the software here?

Did you get a confirmation? If not, then check your mail settings.

[rdx]

I can check your order date if you pm me your name and
number. The order date is the same date as the processing
of payment which is within 24 hours of your sign up date.

Imelda O. Suzara
Acanac Rep

I just got the email regarding the invoice and payment charge. But you mentioned it normally take 5-7 days to activate the service. How can the service period starts (payment charge) before the service is available?

[Imelda_Acanac]

The order date when your payment is processed
opens your account and a Bell technician activates
it. Most of the work is done in the beginning of your
term to get it activated and into our system.
Some companies even charge installation fees.

Imelda O. Suzara
Acanac Rep

So we got charged even before service activation and receiving the modem ???

[Imelda_Acanac]

If you pm me your ticket number or your name then
I can follow up on your account.
Here are the download links for the NX operating system
Mac http://www.acanac.ca/NX/nxclient-3.0.0-68.pkg.zip
Windows http://www.acanac.ca/NX/nxclient-3.0.0-68.exe
But there are instructions to follow and your username has
to be entered to be allowed to use it, so please email
support@acanac.com and request access to online pc.

Imelda O. Suzara
Acanac Rep

They don't respond to the ticket i send them...they jsut ignore it
can't you just post the name of the software here?

[rdx]

The order date when your payment is processed
opens your account and a Bell technician activates
it. Most of the work is done in the beginning of your
term to get it activated and into our system.
Some companies even charge installation fees.

Imelda O. Suzara
Acanac Rep

But I don't understand why you or your company keeps telling us to sign up with you before canceling other vendor service. If your service will be ready in 5-7 business days and Bell will bill me the next 30 days (from the day I call to cancel), I should have sign up your service no earlier than the 2nd second week AFTER I called to cancel Bell. It will still give you guys 2 weeks to process and activate the order.

[tomtomtom]

So we got charged even before service activation and receiving the modem ???

In layman term, that's a Yes. Your order day is also your auto renewal day 365 days later.

The order date when your payment is processed
opens your account and a Bell technician activates
it. Most of the work is done in the beginning of your
term to get it activated and into our system.
Some companies even charge installation fees.

Imelda O. Suzara
Acanac Rep

[fredsmith]

But I don't understand why you or your company keeps telling us to sign up with you before canceling other vendor service. If your service will be ready in 5-7 business days and Bell will bill me the next 30 days (from the day I call to cancel), I should have sign up your service no earlier than the 2nd second week AFTER I called to cancel Bell. It will still give you guys 2 weeks to process and activate the order.

Indeed.

Can you say 'we tell you that just because we tell everyone the same thing'?

[Imelda_Acanac]

If you want to delay your activation date, please
email billing@acanac.com so they can change your
activation date later since you will still have Bell
internet in June. Some reasons why Acanac advises to cancel
after it is active with us: to lessen downtime and ensure
satisfaction with speeds, or in case you decide to stay with your
previous ISP and cancel Acanac from dissatisfaction within 30 days
to get the refund.

Imelda O. Suzara
Acanac Rep

But I don't understand why you or your company keeps telling us to sign up with you before canceling other vendor service. If your service will be ready in 5-7 business days and Bell will bill me the next 30 days (from the day I call to cancel), I should have sign up your service no earlier than the 2nd second week AFTER I called to cancel Bell. It will still give you guys 2 weeks to process and activate the order.

[Kevin711]

Just thought I'd share my experience with Acanac:

I ordered it on Friday May 22 online, was charged same day.

I got the modem on Monday May 25, service was activated on May 27. Very satisfied with the quick turn around. :)

This was a dry-loop connection as well in a condo, I've never had phone service EVER either (if that matters).

I paid everything upfront, total of $373.35 (dry-loop fee, modem purchase, service for the year).

As for the speed, speakeasy is saying I get about 3.5 mbit on 3 different test at night. Good enough for me.

[rdx]

If you want to delay your activation date, please
email billing@acanac.com so they can change your
activation date later since you will still have Bell
internet in June. Some reasons why Acanac advises to cancel
after it is active with us: to lessen downtime and ensure
satisfaction with speeds, or in case you decide to stay with your
previous ISP and cancel Acanac from dissatisfaction within 30 days
to get the refund.

Imelda O. Suzara
Acanac Rep

Just sent the email, hope they can help me to resolve it.....

[nightwalker]

If you pm me your ticket number or your name then
I can follow up on your account.
Here are the download links for the NX operating system
Mac http://www.acanac.ca/NX/nxclient-3.0.0-68.pkg.zip
Windows http://www.acanac.ca/NX/nxclient-3.0.0-68.exe
But there are instructions to follow and your username has
to be entered to be allowed to use it, so please email
support@acanac.com and request access to online pc.

Imelda O. Suzara
Acanac Rep

Hi,
I'm looking for the Putty Mac alternative not the NX client, i have that already...

Just to clarify...I know how to access the online PC, I just don't know how to access the torrent work around for mac...I have it working for PC already.

[Imelda_Acanac]

Try the forum to follow the users of the tunnel
http://community.acanac.com/acanac/viewtopic.php?f=21&t=6942&start=15&st=0&sk=t&sd=a
http://community.acanac.com/acanac/viewtopic.php?f=21&t=8491
or email dslsupport@acanac.com for instructions.
Read http://acanac.ca/SSH-Tunnel-U.htm

Added: SSH Tunnel Manager for Mac
http://www.macupdate.com/info.php/id/10128

Imelda O. Suzara
Acanac Rep

Hi,
I'm looking for the Putty Mac alternative not the NX client, i have that already...

Just to clarify...I know how to access the online PC, I just don't know how to access the torrent work around for mac...I have it working for PC already.

[Imelda_Acanac]

Thanks for the compliments on Acanac's service!
If you pm me your name and number, I can follow up
to see if maximum speeds for your location can be reached.

Imelda O. Suzara
Acanac Rep

Just thought I'd share my experience with Acanac:

I ordered it on Friday May 22 online, was charged same day.

I got the modem on Monday May 25, service was activated on May 27. Very satisfied with the quick turn around. :)

This was a dry-loop connection as well in a condo, I've never had phone service EVER either (if that matters).

I paid everything upfront, total of $373.35 (dry-loop fee, modem purchase, service for the year).

As for the speed, speakeasy is saying I get about 3.5 mbit on 3 different test at night. Good enough for me.

[razrsharp]

So we got charged even before service activation and receiving the modem ???

Get used to it. You are paying for the cheapest (within the 1st year) internet you can find. Expect the worst customer service and shady sales tactics you've ever experienced.

[t0ner]

I ordered Acanac last May and emailed early this May to cancel my service, but I didn't get a ticket number and I didn't follow up because I was in the middle of a move. Than I see the auto-renewal charges show up on my credit card and I immediately emailed them explaining what happened. Six emails later all they can repeat in the mail is "You signed the user agreement and we can automatically renew, please go to our website to read the agreement". I've been trying to cancel since Sunday and no one seems to care and just keep repeating their policy. Now I'm in the middle of filing a dispute with my credit card company, with all the email proof. Signing up is very easy, but cancelling is very difficult, if you don't prepare and follow up months in advance. Definitely some shady business tactics.:mad:

[Sergio]

Just like a trojan horse....
S

I ordered Acanac last May and emailed early this May to cancel my service, but I didn't get a ticket number and I didn't follow up because I was in the middle of a move. Than I see the auto-renewal charges show up on my credit card and I immediately emailed them explaining what happened. Six emails later all they can repeat in the mail is "You signed the user agreement and we can automatically renew, please go to our website to read the agreement". I've been trying to cancel since Sunday and no one seems to care and just keep repeating their policy. Now I'm in the middle of filing a dispute with my credit card company, with all the email proof. Signing up is very easy, but cancelling is very difficult, if you don't prepare and follow up months in advance. Definitely some shady business tactics.:mad:

[ricoboxing]

http://www.speedtest.net/result/483939840.png (http://www.speedtest.net)
my internet has been REALLY slow lately. not sure why. i usually get around 4mbps

[fredsmith]

I ordered Acanac last May and emailed early this May to cancel my service, but I didn't get a ticket number and I didn't follow up because I was in the middle of a move. Than I see the auto-renewal charges show up on my credit card and I immediately emailed them explaining what happened. Six emails later all they can repeat in the mail is "You signed the user agreement and we can automatically renew, please go to our website to read the agreement". I've been trying to cancel since Sunday and no one seems to care and just keep repeating their policy. Now I'm in the middle of filing a dispute with my credit card company, with all the email proof. Signing up is very easy, but cancelling is very difficult, if you don't prepare and follow up months in advance. Definitely some shady business tactics.:mad:

Why do I get the idea when you got your credit card bill, your initial communications with Acanac were not 'pleasant'?

So . . . . Knowing you should have received a confirmation of some sort you just let the matter slide and ignored the situation until after the renewal date.

Now you are surprised that they exercised their rights under the agreement and renewed your service. And, because YOU didn't cancel the service, you want to challenge the credit card charge as being somehow 'improper' (which itself is a fraud).

Note that the obligation doesn't terminate if you do like some have suggested and change your credit card . . it isn't the card that is the contract holder, it is the subscriber. They have the right to be paid. You have the obligation to pay them. And, if you are cancelling, you have the legal obligation to notify them under the terms of the agreement and it is in your best interests to get confirmation to use as proof in case somethng goes wrong.

FYI, an unacknowledged e-mail is just a bunch of electrons with no force of law. Because you chose to send them an e-mail, you are responsible for it having arrived or not (which is why society has such things confirmation numbers, registered mail and certified mail - so there's proof of delivery). You have no such proof. You have no confirmation number. In other words, from a legal perspective, all you have is a trail of whiney message eschanges that begin after your expiry date.

Perhaps I can draw a parallel;

You send off payment for your drivers' license renewal, but the replacement license never arrives. You're busy. You forget all about it. A policeman stops you for some minor infraction and you get a ticket for $500 or so for driving without a license. Protesting that you mailed off a check is no excuse. You got no license and that you were busy and distracted is not an excuse.

Acanac may well be acting in a hardnosed manner on this - it may not be popular (especially with you) because you want to save $15 by going with Velcom or some such. But it IS the contract you signed up for.

Your best bet is not to complain to us, nor to threaten them. But rather to 'make nice' to Acanac to see if they'll be kind enough to let you out of your obligation.

[fredsmith]

Get used to it. You are paying for the cheapest (within the 1st year) internet you can find. Expect the worst customer service and shady sales tactics you've ever experienced.

Their customer service is fine - just that they go through a ticket system and have limted after hours technical support and they have no UUNET server . ..

As to 'shady sales tactics', they differ little from those employed by the likes of first tier providers like Videotron or Bell; If you don't tell them otherwise, you get renewed according to the agreement. In Acanac's case, the first year is a highly publicised deep discount rate, with renewal at a rate that is cometitive.

If you decide to cancel at the end of the term make sure you do so in a timely manner . . . waiting until what you believe to be the last day may take you into the next billing period. Check your invoice for the start date and cancel before then to avoid 'surprises'.

Or, you may well be like me and decide to stay - the competition is either a few cents cheaper (and may have limitations such as traffic caps) or much more expensive . . and I saved enough money the first year to justify not saving the $2/month by changing to the cheapest of the cheap..

[fredsmith]

http://www.speedtest.net/result/483939840.png (http://www.speedtest.net)
my internet has been REALLY slow lately. not sure why. i usually get around 4mbps

Rerun the test using Acanac's internal speed test (even though it shouldn't be materially different, they'll probably ask you to do it if you open a ticket later). The address is www.acanac.ca/speedtest

Verify your computer for cpu cycle hogging applications - use 'task manager' and see where the CPU is spending it's time.

Check that you have no significant traffic being generated locally - it could be a trojan horse sending huge amounts of data on your computer . . .

Reset the modem & router and try again . . . then reset the computer and try again.

Then if the problems persist open a trouble ticket using the form at http://www.acanac.com/support/contactus.php

Ensure you get a reply to the ticket - if you don't, check your e-mail settings and verify that the mail didn't get trapped by your spam filter. The initial acknowledgement is an automated reply - if you don't get that you won't likely get any of the followup correspondence

This form is the one everyone should be using to interact with Acanac.

[ricoboxing]

^ after i did all that stuff. the support sent me this
Hi,

Would you please wait and check your connection speed after 48 hours and then let us know if the problem still persists?

If you still face any issue after 48 hours, we will issue a ticket in Bell for you.

Your cooperation is highly appreciated.


Best Regards,
Acanac Inc.

:confused::confused:

[tomtomtom]

Perhaps I can draw a parallel;

You send off payment for your drivers' license renewal, but the replacement license never arrives. You're busy. You forget all about it. A policeman stops you for some minor infraction and you get a ticket for $500 or so for driving without a license. Protesting that you mailed off a check is no excuse. You got no license and that you were busy and distracted is not an excuse.



That's why when you renew your license at MTO, you get a temporary license (a print out paper) good for 3 months.
^ after i did all that stuff. the support sent me this


:confused::confused:

They no speak engalisssh?:lol:

I feel for you bro.:( These guys are like The Brick and MDG (SHADY)

[rdx]

Get used to it. You are paying for the cheapest (within the 1st year) internet you can find. Expect the worst customer service and shady sales tactics you've ever experienced.

Actually, they are ok. Their billing dept emailed me the next day to postpone the activation and billing date. I am happy with how they handle the issue :)

Will provide update when I start using their service.

[rdx]

If you want to delay your activation date, please
email billing@acanac.com so they can change your
activation date later since you will still have Bell
internet in June. Some reasons why Acanac advises to cancel
after it is active with us: to lessen downtime and ensure
satisfaction with speeds, or in case you decide to stay with your
previous ISP and cancel Acanac from dissatisfaction within 30 days
to get the refund.

Imelda O. Suzara
Acanac Rep

Thanks Imelda, billing has replied my email asking for the postponed activation and billing date. I am happy with how you guys handle the issue
Depfinitely better experience than with Bell so far :) (where Bell keeps saying 2nd tier provider cannot match their service level .........)

By the way, can I assume the modem setup is just plug and play and I should be able to get the service up easily? (Note: I am asking billing dept to adjust the activation date to the day before the last day of service with Bell. I will be getting your modem in the next couple days anyway, so I will have the hardware ready way before the activation day)

[YoungDr3amer]

How many months in advance should I contact Acanac to cancel my subscription? (1 year term)

And would a simple phone call be acceptable?

[t0ner]

Why do I get the idea when you got your credit card bill, your initial communications with Acanac were not 'pleasant'?

So . . . . Knowing you should have received a confirmation of some sort you just let the matter slide and ignored the situation until after the renewal date.

Now you are surprised that they exercised their rights under the agreement and renewed your service. And, because YOU didn't cancel the service, you want to challenge the credit card charge as being somehow 'improper' (which itself is a fraud).

Note that the obligation doesn't terminate if you do like some have suggested and change your credit card . . it isn't the card that is the contract holder, it is the subscriber. They have the right to be paid. You have the obligation to pay them. And, if you are cancelling, you have the legal obligation to notify them under the terms of the agreement and it is in your best interests to get confirmation to use as proof in case somethng goes wrong.

FYI, an unacknowledged e-mail is just a bunch of electrons with no force of law. Because you chose to send them an e-mail, you are responsible for it having arrived or not (which is why society has such things confirmation numbers, registered mail and certified mail - so there's proof of delivery). You have no such proof. You have no confirmation number. In other words, from a legal perspective, all you have is a trail of whiney message eschanges that begin after your expiry date.

Perhaps I can draw a parallel;

You send off payment for your drivers' license renewal, but the replacement license never arrives. You're busy. You forget all about it. A policeman stops you for some minor infraction and you get a ticket for $500 or so for driving without a license. Protesting that you mailed off a check is no excuse. You got no license and that you were busy and distracted is not an excuse.

Acanac may well be acting in a hardnosed manner on this - it may not be popular (especially with you) because you want to save $15 by going with Velcom or some such. But it IS the contract you signed up for.

Your best bet is not to complain to us, nor to threaten them. But rather to 'make nice' to Acanac to see if they'll be kind enough to let you out of your obligation.

Agreed, email is not a guaranteed form of communication - So why is the only way that Acanac says I can cancel my account is my emailing the billing department, why can't I call, mail, fax ? so your argument there fails. They forced the medium on you so therefore they should deal with the consequences of that medium.

As for the dispute, it really doesn't matter what you think because my bank agrees with me :). Any company that uses a system where things can get 'lost', will have to deal with affects of that system. When I re-new my driver's licence I can certify my mail, and use that as proof in the court and get the charges dropped because the ministry allows me to use mediums which are assured. Acanac clearly said to me email is the only form they will accept even though I called them and tried to cancel.

Your logic is weak. hahahaha

[25jai]

Agreed, email is not a guaranteed form of communication - So why is the only way that Acanac says I can cancel my account is my emailing the billing department, why can't I call, mail, fax ? so your argument there fails. They forced the medium on you so therefore they should deal with the consequences of that medium.

As for the dispute, it really doesn't matter what you think because my bank agrees with me :). Any company that uses a system where things can get 'lost', will have to deal with affects of that system. When I re-new my driver's licence I can certify my mail, and use that as proof in the court and get the charges dropped because the ministry allows me to use mediums which are assured. Acanac clearly said to me email is the only form they will accept even though I called them and tried to cancel.

Your logic is weak. hahahaha

Take in half of what fredsmith says in this thread. (Half is just an arbitrary amount btw). He tends to lecture everyone who had a bad experience with acanac and posts on this thread. I agree sometimes that it is the customer's fault for not cancelling before their renewal date, so they'd post it here. But not everyone needs a repetitive lecture from fredsmith saying in the lines of that utlimately you are responsible because you are a lazy guy who does not remind yourself. In your case, you did email a cancellation to acanac before your renewal date (i assume you did from what you wrote), so you are totally obligated to rant about your experience, IMO.

but all i want to know is, you did contact your credit card company right? And they agreed with you and you got your money back? Keep up with the story :D

[rdx]

Just wondering if the modem Acanac sends us is same as the Bell's one which works as a modem and a wireless router? Can someone confirm? Thanks

[sa_wood]

No, it's just modem router.So no wireless.


Just wondering if the modem Acanac sends us is same as the Bell's one which works as a modem and a wireless router? Can someone confirm? Thanks

[rdx]

No, it's just modem router.So no wireless.

ic. Does it have multiple hub? If so, I can plug all my wired connections there. I need more hub anyway, standard wireless router does not have enough for me :)

I should have kept the extra one Bell sent me (the accidentally sent me two modem/router when I first started the service) :P

[sa_wood]

no, if you want to use many connections, u need to buy a hub with wireless. But you can keep the extra one from bell. It works very well:lol:


ic. Does it have multiple hub? If so, I can plug all my wired connections there. I need more hub anyway, standard wireless router does not have enough for me :)

I should have kept the extra one Bell sent me (the accidentally sent me two modem/router when I first started the service) :P

[rdx]

no, if you want to use many connections, u need to buy a hub with wireless. But you can keep the extra one from bell. It works very well:lol:

No, I had rejected the delivery to the 2nd one. So, I dont have an extra Bell's:lol:

I thought they have some kind of tracking or charge me on the 2nd hardward, and it will only on Bell's service...........so I rejected to receive......

What brand or model of model Acanac is giving us? I have an old modem which I bought more than 5 yrs ago for another DSL service. But I guess it is all out dated. I like Acanac policy for buying it back at the end.

[fredsmith]

Take in half of what fredsmith says in this thread. (Half is just an arbitrary amount btw). He tends to lecture everyone who had a bad experience with acanac and posts on this thread. I agree sometimes that it is the customer's fault for not cancelling before their renewal date, so they'd post it here. But not everyone needs a repetitive lecture from fredsmith saying in the lines of that utlimately you are responsible because you are a lazy guy who does not remind yourself. In your case, you did email a cancellation to acanac before your renewal date (i assume you did from what you wrote), so you are totally obligated to rant about your experience, IMO.

but all i want to know is, you did contact your credit card company right? And they agreed with you and you got your money back? Keep up with the story :D

I only lecture the people who step on their dicks and then complain about the pain.

Actually, your credit card company will temporarily set the charge aside while they investigate. Investigating consists of them sending a form to the merchant to explain the charge and if the merchant's charge is valid, too bad, you'll have to pay the charge.

As to the comments; Try sending your license payment by certified mail . . . no one will sign for it and you'll never get your proof. If you drive with an expired license and you don't have proof of payment, you WILL get the ticket. So if your license expires you will ether have to not drive until it arrives OR you'll have to go down and renew it in person. But "Whoops, I got busy and forgot" will not get you out of a ticket.

And, Acanac will let you cancel by e-mail or by ticket . . . . and you STILL need a confirmation in case of a dispute. So, my 'arguments' (points, actually) stand up just fine, thanks.

However notwithstanding your position, Acanac's policy is automatic renewal unless you cancel in advance - you signed up for that and if you go in 'guns blazing' because you got charged, I wouldn't be surprised if that they held you to your contractual obligations.

Doesn't much matter HOW you informed them. If you can't prove it, and if they deny it you'll have something of an uphill battle if they choose to force the issue.

I would personally suggest initiating the cancellation process at a point between a month and 2 weeks before the end of the term. I would initiate it with a ticket so that there's be a receipt that it was sent.

[25jai]

I only lecture the people who step on their dicks and then complain about the pain.

Right.

Your analogy sucks by the way. IF you mean that they joined ISP in the first place as to mean "stepping on their dicks", and feel the pain 1 yr later, then ok, your analogy is amazing.

its very hard to step yourself on your dick anyways, its physically impossible.

[fredsmith]

Right.

Your analogy sucks by the way. IF you mean that they joined ISP in the first place as to mean "stepping on their dicks", and feel the pain 1 yr later, then ok, your analogy is amazing.

its very hard to step yourself on your dick anyways, its physically impossible.

Actually, the reference to 'stepping on one's dick' was that the party caused his own issues by ignoring the reality of specifics of the contract, letting things get out of hand and then complaining loudly that somehow HE was the injured party.

i.e., the pain from having his dick stepped on was the result of his own actions.

As to whether one can or cannot step on their own? That's not the point. It is alegorical.

http://www.urbandictionary.com/define.php?term=Step%20on%20your%20dick
http://www.english-idioms.net/cgi-bin/idiom.cgi?idiom=step%20on%20your%20dick

[Imelda_Acanac]

From Hotel Europeene in Montreal
http://www.hotel-europeenne.com/english/services.htm
The hotel uses Bell as its ISP.

Using Acanac's fiber optic network:

http://www.acanac.ca/speedtest/
Download Speed: 72786 kbps (9098.3 KB/sec transfer rate)
Upload Speed: 16493 kbps (2061.6 KB/sec transfer rate)

http://speedtest.net/
http://www.speedtest.net/result/484764563.png (http://www.speedtest.net)

Using regular browser:

http://www.acanac.ca/speedtest/
Download Speed: 1681 kbps (210.1 KB/sec transfer rate)
Upload Speed: 442 kbps (55.3 KB/sec transfer rate)

http://speedtest.net/
http://www.speedtest.net/result/484766633.png (http://www.speedtest.net)

Notice the difference in speeds from using Acanac's faster
fiber optic network nx browser, which customers are allowed
to use as well when they request access to our free online pc.

Imelda O. Suzara
Acanac Rep

[Kevin711]

Thanks for the compliments on Acanac's service!
If you pm me your name and number, I can follow up
to see if maximum speeds for your location can be reached.

Imelda O. Suzara
Acanac RepI'm getting the advertised speed of 5 mbit now :D

Thanks for all your help.



http://www.speedtest.net/result/484838710.png (http://www.speedtest.net)

[fredsmith]

I'm getting the advertised speed of 5 mbit now :D

Thanks for all your help.



http://www.speedtest.net/result/484838710.png (http://www.speedtest.net)

Actually, you are getting *MORE* than the advertised rate because at 5 megs the upload speed would be about 4.2 megabits max . . . sounds like you're profiled to 6 or 7 megs . . . congrats.

[kleptodathief]

whos on this line in the malvern area? r u happy with the connection? seems like a nice deal at 20bux a month, then u can cancel after 1 year?

[everylittlecent]

This is first post and although I have been following RFD for a while I resisted the urge to Signup I have been in forums before and its addictive!!:-0 The reason i bit the bullet was because I had No internet on Friday. I signed Up so I can PM Imelda.

a little bit of History. I had been with bell for a number of years and prior to taht with rogers. The reason we swithced to bell was because we had a promotional offer. I was given a 1Mb profile a couple of time i called I got the run around i just didnt bother pursuing it. I must say I neevr had any disconnects.

I signed up with acanac as it was cheap. I had my own modem and sign up was fast. just using them and immeadiately noticed two things. I pretty much had disconnects (started off with 1 or 2 a day lasting a few seconds) and my download speed had mysteriously doubled to about 2.5Mb. I dont download a lot and I said to myself I will live with it and cancel at the end of the year. I also knew that the increase in download speeds could also cause disconnects but i ignored it.

On friday everything stopped. As this wasnt the first time I left for work and in the evening my wife called the 1800 number and raised a ticket whch I didnt know about since I was at work. I went on the web to acanacs site and raised a ticket as well. I got an email confirmation. As it was a weekend And i was desperate I signed up with RFD to send a PM to Imelda.

Saturday evening the Bell tech called me at home. I explained to him the speed incraese and He agreed with me that it what was causing the disconnects. I told me my profile was at 3Mb and brought it down to 2 and to be sure he eventually brought it down to 1.7mb at whihc time i told him it looks fine now.I mentioned that according to google maps I was about 3.5 kms from the CO but he said I could be about 5kms away. This guy was probably the first time that I had dealt with bell who knew what he was doing and was very courteous and engaged in some chit chat. wow i cant believe i write that about Bell since I have other services with them and they are absolutely horrendous to deal with.:(

everything is back to normal now. I was expecting shabby service from acanac and thats why i even delayed opening a ticket and I am plesantly surprised. I will have to lookup the rates again when it comes time for renewal as I had concluded that i was definitely not renewing.

Imelda also Pmed me and i will respond to her shortly.

Now a relative simple Q. I had the modem on bridge mode as my Router did the authentication. on friday the wife disconnected the router and put the modem to authenticate as acanac was troubleshooting. I have since put the router in place but didnt bother putting the modem in bridge mode but it seems to work. Does this have any implications. This is just for my knowledge as I will eventually put it back in Bridge mode.

[sheriffabc]

Is Fibre Optic available thru Acanac in Toronto? If so, the cost? TIA

[RastaManMax]

I'm very pleased with the service thus far. Much, much faster than Rogers Lite that i was on before.

http://www.speedtest.net/result/485579169.png (http://www.speedtest.net)

[Anirudthan]

No problems on my end.

http://www.speedtest.net/result/485611833.png (http://www.speedtest.net)

[fredsmith]

This is first post and although I have been following RFD for a while I resisted the urge to Signup I have been in forums before and its addictive!!:-0 The reason i bit the bullet was because I had No internet on Friday. I signed Up so I can PM Imelda.

a little bit of History. I had been with bell for a number of years and prior to taht with rogers. The reason we swithced to bell was because we had a promotional offer. I was given a 1Mb profile a couple of time i called I got the run around i just didnt bother pursuing it. I must say I neevr had any disconnects.

I signed up with acanac as it was cheap. I had my own modem and sign up was fast. just using them and immeadiately noticed two things. I pretty much had disconnects (started off with 1 or 2 a day lasting a few seconds) and my download speed had mysteriously doubled to about 2.5Mb. I dont download a lot and I said to myself I will live with it and cancel at the end of the year. I also knew that the increase in download speeds could also cause disconnects but i ignored it.

On friday everything stopped. As this wasnt the first time I left for work and in the evening my wife called the 1800 number and raised a ticket whch I didnt know about since I was at work. I went on the web to acanacs site and raised a ticket as well. I got an email confirmation. As it was a weekend And i was desperate I signed up with RFD to send a PM to Imelda.

Saturday evening the Bell tech called me at home. I explained to him the speed incraese and He agreed with me that it what was causing the disconnects. I told me my profile was at 3Mb and brought it down to 2 and to be sure he eventually brought it down to 1.7mb at whihc time i told him it looks fine now.I mentioned that according to google maps I was about 3.5 kms from the CO but he said I could be about 5kms away. This guy was probably the first time that I had dealt with bell who knew what he was doing and was very courteous and engaged in some chit chat. wow i cant believe i write that about Bell since I have other services with them and they are absolutely horrendous to deal with.:(

everything is back to normal now. I was expecting shabby service from acanac and thats why i even delayed opening a ticket and I am plesantly surprised. I will have to lookup the rates again when it comes time for renewal as I had concluded that i was definitely not renewing.

Imelda also Pmed me and i will respond to her shortly.

Now a relative simple Q. I had the modem on bridge mode as my Router did the authentication. on friday the wife disconnected the router and put the modem to authenticate as acanac was troubleshooting. I have since put the router in place but didnt bother putting the modem in bridge mode but it seems to work. Does this have any implications. This is just for my knowledge as I will eventually put it back in Bridge mode.


Not sure whose modem you aer using as you didn't say, but many modems are 'auto briging' in that if you set your router up for PPPOE the modem will go into passthrough/bridging mode automatically.

In any case, it is working, so don't sweat it.

As to your experience with disconnects; Everyone gets an order for 5 meg provisioning, but I think Bell runs an algorithm that takes the client progressively up in speed over the first few days to automatically determine where the 'sweet spot' is.

But you were already connected. They may have simply provisioned you for 3 and left it at that because your line was already equipped.

Bell's tech seems to heve done the right things for you.

Glad to hear it's all working for you.

[ricoboxing]

so since my internet has been REALLY slow for the last few days, acanac finally opened up a ticket. bell india calls me a few days later and tells me that everything looks fine on their end, and that i should contact acanac. :confused::confused: http://www.speedtest.net/result/485708673.png (http://www.speedtest.net) customer service there sucks big time!:mad:

[everylittlecent]

thanks for the reply Fredsmith.

Not sure whose modem you aer using as you didn't say, but many modems are 'auto briging' in that if you set your router up for PPPOE the modem will go into passthrough/bridging mode automatically.


Its an acanac supplied one a friend gave me.

the router is set for PPPOE and I also was using OPENDNS servers.

any opinions on OPENDNS. (http://opendns.com)

here is my latest speedtest

http://www.speedtest.net/result/485722600.png (http://www.speedtest.net)

[Imelda_Acanac]

Access to our faster fiber optic network is available
for FREE to our DSL customers at 10M+ speeds
if you email support@acanac.com or contact
https://www.acanac.com/support/contactus.php
with your username and name. They will send you instructions.
Please read http://acanac.ca/SSH-Tunnel-U.htm

Using Acanac's fiber optic network browser:
My online speed tests
http://www.acanac.ca/speedtest/
Download Speed: 82381 kbps (10297.6 KB/sec transfer rate)
Upload Speed: 13917 kbps (1739.6 KB/sec transfer rate)
http://speedtest.net/
http://www.speedtest.net/result/486196398.png (http://www.speedtest.net)

Bell Portal speeds
5056 down / 800 up

Using regular browser:
Online speed tests
http://www.acanac.ca/speedtest/
Download Speed: 3971 kbps (496.4 KB/sec transfer rate)
Upload Speed: 422 kbps (52.8 KB/sec transfer rate)

http://www.speedtest.net/
http://www.speedtest.net/result/486208669.png (http://www.speedtest.net)

Modem test
http://192.168.1.1
Us Rate (Kbps) 800
Ds Rate (Kbps) 5056


Imelda O. Suzara
Acanac Rep

Is Fibre Optic available thru Acanac in Toronto? If so, the cost? TIA

[fredsmith]

thanks for the reply Fredsmith.



Its an acanac supplied one a friend gave me.

the router is set for PPPOE and I also was using OPENDNS servers.

any opinions on OPENDNS. (http://opendns.com)



Looks like a 2 meg connection . . . . but a stable 2 meg one is better than a faster one that conmtinually disconnects . . and Acanac has no control over that aspect of the sevrice.

I use OpenDNS' general profile for me. Kidsafe profile for the kids. Works well.

Like I said before. If it works don't sweat it.

[fredsmith]

so since my internet has been REALLY slow for the last few days, acanac finally opened up a ticket. bell india calls me a few days later and tells me that everything looks fine on their end, and that i should contact acanac. :confused::confused: http://www.speedtest.net/result/485708673.png (http://www.speedtest.net) customer service there sucks big time!:mad:

While Imelda is reporting her inside speed tests I suppose I can answer your question;

I don't know what modem you have, but if you can read the provisioning value for line rate it might tell you something.

What did the Bell geek tell you? What are you provisioned for? Acanac can tell you that too.

As I just write, setting the modem too high will result in frequent disconnects . . . however that just seems a bit low - unless you are a long way from the CO.

Do you have any immediate neightbours on DSL that you can compare with? that's a really simple check.

[Imelda_Acanac]

I checked your current sync speeds and sent
you a pm. You are getting the 5M
residential speeds. The repair tickets are now
closed and were successful.

http://speedtest.net/
When doing speed test, please choose one
in Ontario near to your home.

Imelda O. Suzara
Acanac Rep

so since my internet has been REALLY slow for the last few days, acanac finally opened up a ticket. bell india calls me a few days later and tells me that everything looks fine on their end, and that i should contact acanac. :confused::confused: http://www.speedtest.net/result/485708673.png (http://www.speedtest.net) customer service there sucks big time!:mad:

[Imelda_Acanac]

Please pm me your address and postal code
or call 1 866 281 3538 x1 Sales. The promo deal
is discounted to about half of the regular term rates
for the first year only and has a 30 day money back
guarantee.

Imelda O. Suzara
Acanac Rep

whos on this line in the malvern area? r u happy with the
connection? seems like a nice deal at 20bux a month, then u can cancel after 1 year?

[Imelda_Acanac]

These models are only modem routers with one connection.
If you want to connect more, you need to buy a router either wire or wireless.
We can buy back the modem as long as it is in working condition
but Acanac is not under obligation.

Imelda O. Suzara
Acanac Rep

No, I had rejected the delivery to the 2nd one. So, I dont have an extra Bell's:lol:

I thought they have some kind of tracking or charge me on the 2nd hardward, and it will only on Bell's service...........so I rejected to receive......

What brand or model of model Acanac is giving us? I have an old modem which I bought more than 5 yrs ago for another DSL service. But I guess it is all out dated. I like Acanac policy for buying it back at the end.

[tomjose]

yeah, so its finally happened.
i have oficially been slowed down to less than 1.5Mbps service after having a decent speed of 4.3 to 4.5 Mbps for abt a month and half.

http://www.speedtest.net/result/486488514.png (http://www.speedtest.net)

I am running on a Dlink wireless n router with a Dlink Wireless N USB adapter.
Signal strenght is 100% (as shown by the Dlink software)

CAn imelda do anythign regarding this?

On a side note:
I never got the SSH tunnelier to work. Even when i was wired directly to the modem, i never got tunnelier to work. Communicating with the Acanac customer service was never helpful. I received a confirmation email that the problem has been issued a ticket but I never got a reply. Its been more than a month.

So if any RFDer has gotten the SSH tunnelier to work, please PM me!
:cheesygri

[fredsmith]

yeah, so its finally happened.
i have oficially been slowed down to less than 1.5Mbps service after having a decent speed of 4.3 to 4.5 Mbps for abt a month and half.


I am running on a Dlink wireless n router with a Dlink Wireless N USB adapter.
Signal strenght is 100% (as shown by the Dlink software)

CAn imelda do anythign regarding this?

On a side note:
I never got the SSH tunnelier to work. Even when i was wired directly to the modem, i never got tunnelier to work. Communicating with the Acanac customer service was never helpful. I received a confirmation email that the problem has been issued a ticket but I never got a reply. Its been more than a month.

So if any RFDer has gotten the SSH tunnelier to work, please PM me!
:cheesygri

1. check the speed on a wired connection

2. If 1 doesn't help, then open a ticket.

[everylittlecent]

This is more of a Q again. Imelda wanted to find out if there was a remote booster closeby and the bell tech called home and the wife turned on the modem. he called back after 15 mins and told the wife that nothing could be done (This is okay with me as i know the physical limitations) but the modem was "old" and we needed to replace it.

now this is bull IMHO since I would think the modem is either good or bad and no in between state. is there wear and tear on a modem that it would "slowly deteriorate" in performance. I highly doubt it.

I havent seen any disconnects so i think i will continue to use it.

[OverDriveAdamJ]

I'm thinking of trying Acanac, and I know that my line speeds show that I'd be able to receive 5 meg service, but I'm not sure how my performance would be. My friend, who currently is with Acanac, suggested I call bell to get a tech to come out and do a line test at the place where my modem is (because my telephone wiring in my house may give me issues). I tried to get bell in here, but they said they wont come to test it unless i sign up with them. Can Acanac influence this decision or have a tech come out and do a line test? I'm currently with Cogeco and Bell for phone line.

[fredsmith]

This is more of a Q again. Imelda wanted to find out if there was a remote booster closeby and the bell tech called home and the wife turned on the modem. he called back after 15 mins and told the wife that nothing could be done (This is okay with me as i know the physical limitations) but the modem was "old" and we needed to replace it.

now this is bull IMHO since I would think the modem is either good or bad and no in between state. is there wear and tear on a modem that it would "slowly deteriorate" in performance. I highly doubt it.

I havent seen any disconnects so i think i will continue to use it.

Components *can* degrade with time. But if it works and provides what the line can deliver it ain't broke.

If you have access to another modem that you can substitute, then you can perform definitive side-by-side testing.

[fredsmith]

I'm thinking of trying Acanac, and I know that my line speeds show that I'd be able to receive 5 meg service, but I'm not sure how my performance would be. My friend, who currently is with Acanac, suggested I call bell to get a tech to come out and do a line test at the place where my modem is (because my telephone wiring in my house may give me issues). I tried to get bell in here, but they said they wont come to test it unless i sign up with them. Can Acanac influence this decision or have a tech come out and do a line test? I'm currently with Cogeco and Bell for phone line.

Acdanac can call in Bell if there's a problem, but Bell isn;t going to come to check your line unless *someone* pays.

Since Acanac has their 30 day guarantee, just sign up and try it. If it doesn't work to your satisfaction, cancel the service before the 30 days are up and they'll give you back your money.

[OverDriveAdamJ]

Acdanac can call in Bell if there's a problem, but Bell isn;t going to come to check your line unless *someone* pays.

Since Acanac has their 30 day guarantee, just sign up and try it. If it doesn't work to your satisfaction, cancel the service before the 30 days are up and they'll give you back your money.

Yes, but does that include the modem costs too. Because I'd have to buy a modem, if I couldn't get my money back with the modem, it's not worth it.

[tomtomtom]

Yes, but does that include the modem costs too. Because I'd have to buy a modem, if I couldn't get my money back with the modem, it's not worth it.

Modem rental is a deposit based system, you pay $50 upfront, when you cancel service, they pay you the $ back. Shipping modem back is at your own expense.

A cheapo TP-link modem is around $25, get it yourself.

[slgta]

I think they must have changed their policy. It is not a deposit based system according to their FAQ. Customer is actually buying the modem from them, and Acanac "might be" willing to buy back the modem when the contact terminated. So they have no obligation to take the modem back.

Getting the TP-Link is a good idea. It should work with other ADSL ISP as well.

Modem rental is a deposit based system, you pay $50 upfront, when you cancel service, they pay you the $ back. Shipping modem back is at your own expense.

[Imelda_Acanac]

Acanac sells and supports Lynx 210 and Aztech600EU modems
for $49.95 which can be bought back if you cancel. Some customers
will buy other DSL modems and configure themselves.
Read in Acanac community forum
http://community.acanac.com/acanac/viewforum.php?f=9&st=0&sk=t&sd=d&start=0.
Make sure the modem you buy is capable of the speeds.

Imelda O. Suzara
Acanac Rep

This is more of a Q again. Imelda wanted to find out if there was a remote booster closeby and the bell tech called home and the wife turned on the modem. he called back after 15 mins and told the wife that nothing could be done (This is okay with me as i know the physical limitations) but the modem was "old" and we needed to replace it.

now this is bull IMHO since I would think the modem is either good or bad and no in between state. is there wear and tear on a modem that it would "slowly deteriorate" in performance. I highly doubt it.

I havent seen any disconnects so i think i will continue to use it.

[Imelda_Acanac]

If you want a follow up, please pm me your name
and number so I can check your account in Bell Portal.
For access to SSH tunnel, did you contact Support
with your username and name so they can email you
instructions? Please read http://acanac.ca/SSH-Tunnel-U.htm
and community forum http://community.acanac.com/acanac/viewtopic.php?f=21&t=8491&start=0&st=0&sk=t&sd=a&hilit=SSH+tunnel.

Added: I sent you a pm after checking Bell Portal.
You are getting more than the 5M residential speeds!

Imelda O. Suzara
Acanac Rep

yeah, so its finally happened.
i have oficially been slowed down to less than 1.5Mbps service after having a decent speed of 4.3 to 4.5 Mbps for abt a month and half.

http://www.speedtest.net/result/486488514.png (http://www.speedtest.net)

I am running on a Dlink wireless n router with a Dlink Wireless N USB adapter.
Signal strenght is 100% (as shown by the Dlink software)

CAn imelda do anythign regarding this?

On a side note:
I never got the SSH tunnelier to work. Even when i was wired directly to the modem, i never got tunnelier to work. Communicating with the Acanac customer service was never helpful. I received a confirmation email that the problem has been issued a ticket but I never got a reply. Its been more than a month.

So if any RFDer has gotten the SSH tunnelier to work, please PM me!
:cheesygri

[Imelda_Acanac]

Hello,

If you need a follow up to your cancelation,
please pm me your name and number.

Imelda O. Suzara
Acanac Rep

I ordered Acanac last May and emailed early this May to cancel my service, but I didn't get a ticket number and I didn't follow up because I was in the middle of a move. Than I see the auto-renewal charges show up on my credit card and I immediately emailed them explaining what happened. Six emails later all they can repeat in the mail is "You signed the user agreement and we can automatically renew, please go to our website to read the agreement". I've been trying to cancel since Sunday and no one seems to care and just keep repeating their policy. Now I'm in the middle of filing a dispute with my credit card company, with all the email proof. Signing up is very easy, but cancelling is very difficult, if you don't prepare and follow up months in advance. Definitely some shady business tactics.:mad:

[brutus1]

So how do we kill this thread. Looks like a HELP DESK for ACANAC

[tomtomtom]

^ these guys probably pay enough for RFD to keep this thread open.

[Cataha]

I like this thread. :cheesygri If I ever have a problem, I don't even need to call in... I'll just post here!

[ricoboxing]

I like this thread. :cheesygri If I ever have a problem, I don't even need to call in... I'll just post here!

+1

this thread is 10x more useful than calling in to talk to their service dept.

[Cas77]

So how do we kill this thread. Looks like a HELP DESK for ACANAC

Why don't you just skip over the thread?

How many ISP's do you see on here contributing to RFD, willing to escalate any issues that arise and answering presale questions acurately unlike most 1st level outsourced sales department?

They paid RFD to advertise on here, which is how RFD can keep on offering us this service for free.

BTW thanks Imelda, many appreciate you being here and giving a helping hand. If it wasn't for this thread and your helpfulness you would have 1 less customer!

[rdx]

Why don't you just skip over the thread?

How many ISP's do you see on here contributing to RFD, willing to escalate any issues that arise and answering presale questions acurately unlike most 1st level outsourced sales department?

They paid RFD to advertise on here, which is how RFD can keep on offering us this service for free.

BTW thanks Imelda, many appreciate you being here and giving a helping hand. If it wasn't for this thread and your helpfulness you would have 1 less customer!

Yes, I appreciate the "Help Desk" here too. Why close it !!

Acanac should send more Imelda here to support as their customer number increases :P

Bell called me TWICE last nite asking if something they can do to keep me. But I said firstly they won't be able to match the price, and 2ndly, their retention dept has already talked to me last week and did nothing..........

[Imelda_Acanac]

RFD allows Acanac to answer customers questions.
We especially want to help those who complain publicly
about the poor customer service, even if there is also
a phone line, email, web form, store and head office.
It is only fair to allow both Parties a voice -- customers
and companies, if this forum is to remain neutral and third party.
Plus customers can read and write common complaints
experienced by others, which companies should try to resolve
to customers satisfaction. Complaints and compliments
are taken seriously by companies to retain customers.

Imelda O. Suzara
Acanac Rep


So how do we kill this thread. Looks like a HELP DESK for ACANAC

[trixstar]

i feel so bad that i recommended acanac internet to my neighbor..

his telephone line has issues and he requested someone to fix it but they never came.. also, his modem died last week and acanac will not ship him a new modem...

my other friend that I recommended acanac to has frequent disconnecting problems and acanac connected their internet at 3mbps instead of 5..

also, he ordered filters from acanac over 3 weeks ago and they did not send him his filters.. but they charged his credit card..

....

i'm using acanac right now, but my internet is fine..

[Imelda_Acanac]

You can give them my email imeldas@acanac.com
so I can follow up on their accounts.

Imelda O. Suzara
Acanac Rep

i feel so bad that i recommended acanac internet to my neighbor..

his telephone line has issues and he requested someone to fix it but they never came.. also, his modem died last week and acanac will not ship him a new modem...

my other friend that I recommended acanac to has frequent disconnecting problems and acanac connected their internet at 3mbps instead of 5..

also, he ordered filters from acanac over 3 weeks ago and they did not send him his filters.. but they charged his credit card..

....

i'm using acanac right now, but my internet is fine..

[everylittlecent]

my other friend that I recommended acanac to has frequent disconnecting problems and acanac connected their internet at 3mbps instead of 5..



frequent disconnects might mean that the line cant support a higher speed. I was initially with bell for a long time with just over a 1 Mb connection and when I switched over to acanac I got a 2.5Mb or 3Mb profile. frequent disconnects and last week I was brought down to 1.7Mb and It looks stable.

[astrotrain]

Hi Imelda,

Can you tell me the procedure for setting up a dry loop? My Acanac internet service started on April 24th and now I wish to proceed with canceling my land line and use dry loop. Is the charge $9 per month billed on a monthly basis or is it a yearly charge? How best to proceed with this?


Thanks.

[Sergio]

Imelda,

I also need a dry loop and Acanac DSL 1 year service. Can you provide me procedures with Bell and Acanac. In my place, I don't have any service with Bell. I only have my cel phone with Fido.

Thanks...
Sergio


Hi Imelda,

Can you tell me the procedure for setting up a dry loop? My Acanac internet service started on April 24th and now I wish to proceed with canceling my land line and use dry loop. Is the charge $9 per month billed on a monthly basis or is it a yearly charge? How best to proceed with this?


Thanks.

[fredsmith]

Hi Imelda,

Can you tell me the procedure for setting up a dry loop? My Acanac internet service started on April 24th and now I wish to proceed with canceling my land line and use dry loop. Is the charge $9 per month billed on a monthly basis or is it a yearly charge? How best to proceed with this?


Thanks.


Imelda,

I also need a dry loop and Acanac DSL 1 year service. Can you provide me procedures with Bell and Acanac. In my place, I don't have any service with Bell. I only have my cel phone with Fido.

Thanks...
Sergio

Guys;

It couldn't be simpler.

In the first case, just open a ticket at https://www.acanac.com/support/contactus.php and tell them what you need.

In the second, just fill in the form at https://www.acanac.com/cgi-bin/acanac.cgi/Order_Personal_DSL.html, make certain you enter "Special-1221" in the comments section and put 'Dry DSL' in the first field, where the form says to put that text . . . and, of course, fill in the rest of the form as well.

[The Trees]

So I completely hate Bell and their 60bg limits are WAY too small for me.

I am split right now between this deal here and Teksavvy. What do you guys think? I download quiet a bit (I can stay within 200gb a month) and play a lot of games (ie COD4, CSS). I think I am willing to pay $30 bucks a month for internet.

Also, is it possible to get fibre optics in St. Catharines? And at what cost/how do I get it?

[fredsmith]

So I completely hate Bell and their 60bg limits are WAY too small for me.

I am split right now between this deal here and Teksavvy. What do you guys think? I download quiet a bit (I can stay within 200gb a month) and play a lot of games (ie COD4, CSS). I think I am willing to pay $30 bucks a month for internet.

Also, is it possible to get fibre optics in St. Catharines? And at what cost/how do I get it?

Neither ISP delivers services over fibre as far as I know.

Your best bet finanically would be to try Acanac for the one year promotion and then, if you so choose, move to Teksavvy at the end of the term.

Note that once you figure in taxes, Teksavvy's rate for 200 ig service is not much cheaper than Acanac's term rate. And considering you'll have saved some $132, you are ahead of the game with Acanac for seevral years down the road.

[slaman]

I am hoping the Acanac rep can answer my questions. I live in downtown Toronto (Bay & College) area and am considering a switch from Rogers.

1. I am currently on 10mbit down, 1mbit up service - does Acanac offer a similar speed service?

2. Does the SSH Tunnel service offered by Acanac bypass any traffic shapping / throttling? Are there any issues with private torrent trackers in using this?

3. Are there any usage caps per month? What are charges if you go over?

4. Are newsgroups throttled?

[fredsmith]

I am hoping the Acanac rep can answer my questions. I live in downtown Toronto (Bay & College) area and am considering a switch from Rogers.

1. I am currently on 10mbit down, 1mbit up service - does Acanac offer a similar speed service?

2. Does the SSH Tunnel service offered by Acanac bypass any traffic shapping / throttling? Are there any issues with private torrent trackers in using this?

3. Are there any usage caps per month? What are charges if you go over?

4. Are newsgroups throttled?

Their web site is pretty clear - 5 megs down, 800K up.

Yes, the tunnel bypasses the throttling at the expense of some additional latency

No. No caps

They do not operate a news server, but there is no throttling . . . if there were, then SSH tunnel would serve to let you bypass it.

[Cas77]

They do not operate a news server, but there is no throttling . . . if there were, then SSH tunnel would serve to let you bypass it.

Actually rumour has it (accoring to their forum & dslreports) that they will be offering unlimited usenet this summer. The cost is expected to be $10/month for 1st year and free after that.

[Imelda_Acanac]

Live phone support is available Monday to Friday
9am to 12 midnight 1 866 281 3538 x4 and inform
them that you want to switch to dry loop from a land line.
It is $8 month or $96 year.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

Can you tell me the procedure for setting up a dry loop? My Acanac internet service started on April 24th and now I wish to proceed with canceling my land line and use dry loop. Is the charge $9 per month billed on a monthly basis or is it a yearly charge? How best to proceed with this?


Thanks.

[Imelda_Acanac]

You can sign up online
https://www.acanac.com/cgi-bin/acanac.cgi/Order_Personal_DSL.html
and put in Naked DSL/Dry Loop at the top since you do not have an
active phone line. A number will be assigned to you for dry loop.
In Comments box, use 'Redflag 3344' promo code as you are with
RFD forum http://www.acanac.ca/redflag-promo.htm. This code is
a way for Acanac to keep track of the RFD members who sign up.
The other promo code 'Special 1221' http://www.acanac.ca/more-info.htm
is the same discounted price of $227.40 year DSL plus $8 month or $96 year dry loop.
It takes up to 9 business days to activate dry loop DSL from order.
Please read User Agreement http://www.acanac.ca/User-Agreement.html .

Imelda O. Suzara
Acanac Rep


Imelda,

I also need a dry loop and Acanac DSL 1 year service. Can you provide me procedures with Bell and Acanac. In my place, I don't have any service with Bell. I only have my cel phone with Fido.

Thanks...
Sergio

[Imelda_Acanac]

Here are answers to your questions:
1. Acanac uses phone lines not cable for internet with
speeds up to 5M residential or 6M business.
2. Acanac has a fiber optic network available for staff
and customers free with DSL using the online pc and
SSH tunnel, a workaround from the traffic shaping of
Bell through its phone lines.
3. Unlimited downloading without caps.
4. No newsgroups at this point, only a community forum
mainly for internet issues common to customers.

Imelda O. Suzara
Acanac Rep

I am hoping the Acanac rep can answer my questions. I live in downtown Toronto (Bay & College) area and am considering a switch from Rogers.

1. I am currently on 10mbit down, 1mbit up service - does Acanac offer a similar speed service?

2. Does the SSH Tunnel service offered by Acanac bypass any traffic shapping / throttling? Are there any issues with private torrent trackers in using this?

3. Are there any usage caps per month? What are charges if you go over?

4. Are newsgroups throttled?

[junyuwang]

Hi Imelda,
I just had my Acanac service activate on May 26, 2009, and I had called the tech support twice to report my speed is super slow. My Ping is always >40ms, and my download speed is always below 3.6Mbps. After this two calls to your tech support department, I have no idea what do I need to do.
Please help me to fix this problem, or I might cancel my service before the June 25, 2009 - the first month of the activation (am I right for the cancellation policy)?
I have pm you my phone number and my name.

[Imelda_Acanac]

Acanac DSL customers can use its free online pc
and SSH tunnel. It is included with the DSL internet
service. Just sign up for our internet and after activation
email support@acanac.com with your username and they
will email you instructions and access to our fiber optics
network browser at 10M+ speeds!
Please read http://acanac.ca/SSH-Tunnel-U.htm .

View my results:
http://www.acanac.ca/speedtest/
Download Speed: 84994 kbps (10624.3 KB/sec transfer rate)
Upload Speed: 18462 kbps (2307.8 KB/sec transfer rate)

http://speedtest.net/
http://www.speedtest.net/result/488496864.png (http://www.speedtest.net)

Bell Portal
Upstream 800Kbp
Downstream 5056 Kbp (or 5M)

The downloaded network browser has faster speeds from using
Acanac's fiber optic network although my modem results
are really only 5M. I can surf the internet with this faster
browser even while traveling around the world just by logging in,
and it works even when connecting to other ISPs wirelessly!

Imelda O. Suzara
Acanac Rep

So I completely hate Bell and their 60bg limits are WAY too small for me.

I am split right now between this deal here and Teksavvy. What do you guys think? I download quiet a bit (I can stay within 200gb a month) and play a lot of games (ie COD4, CSS). I think I am willing to pay $30 bucks a month for internet.

Also, is it possible to get fibre optics in St. Catharines? And at what cost/how do I get it?

[Imelda_Acanac]

Hi,

You are getting the 5M residential speeds.
There were 2 tickets closed and at least 3 Bell
tech check ups. I sent you a pm.

Which host are you sending the ping to?
http://en.wikipedia.org/wiki/Ping
In http://speedtest.net/, depending on how far your location
is from the host, this can influence ping time.

Imelda O. Suzara
Acanac Rep

Hi Imelda,
I just had my Acanac service activate on May 26, 2009, and I had called the tech support twice to report my speed is super slow. My Ping is always >40ms, and my download speed is always below 3.6Mbps. After this two calls to your tech support department, I have no idea what do I need to do.
Please help me to fix this problem, or I might cancel my service before the June 25, 2009 - the first month of the activation (am I right for the cancellation policy)?
I have pm you my phone number and my name.

[The Trees]

Neither ISP delivers services over fibre as far as I know.

Your best bet finanically would be to try Acanac for the one year promotion and then, if you so choose, move to Teksavvy at the end of the term.

Note that once you figure in taxes, Teksavvy's rate for 200 ig service is not much cheaper than Acanac's term rate. And considering you'll have saved some $132, you are ahead of the game with Acanac for seevral years down the road.

How did you figure Teksavvy is cheaper? Teksavvy is 29.99, yet Acanac rate is 19.00 but paid up front.

Am I missing some costs?

[junyuwang]

Hi Imelda,
Thanks for your quick response, I always using the speedtest.net to test my speed, and I choose the Toronto as my location.

This is the result I just got:
Downloads:3.08mb/s
Uploads:0.43Mb/s
Ping 42ms

And the second thing, the speed is nor stable. I used to use Bell's 5M service, and the speed is faster and more stable. Could you help me to fix this problem? And can you also tell me when is my last day to deactivate this service if nothing change.

Thanks.

Hi,

You are getting the 5M residential speeds.
There were 2 tickets closed and at least 3 Bell
tech check ups. I sent you a pm.

Which host are you sending the ping to?
http://en.wikipedia.org/wiki/Ping
In http://speedtest.net/, depending on how far your location
is from the host, this can influence ping time.

Imelda O. Suzara
Acanac Rep

[Imelda_Acanac]

Hi,

Here are my results using Acanac's fiber optic network:

http://speedtest.net/
http://www.speedtest.net/result/488661467.png (http://www.speedtest.net)
Make sure to click on the 'Copy Forum Link' on left
side of the test results, so that the image can be seen.

http://www.acanac.ca/speedtest/
Download Speed: 21452 kbps (2681.5 KB/sec transfer rate)
Upload Speed: 7500 kbps (937.5 KB/sec transfer rate)

http://192.168.1.1 modem test
and Bell Portal Kbps
Upstream 800
Downstream 5056

There were already 2 tickets and 3 Bell tech checkups and
Portal and notes show that you are getting 5M residential speeds.

You can also email support@acanac.com your username to use
our faster fiber optic network browser at 10M+ speeds!

Imelda O. Suzara
Acanac Rep


Hi Imelda,
Thanks for your quick response, I always using the speedtest.net to test my speed, and I choose the Toronto as my location.

This is the result I just got:
Downloads:3.08mb/s
Uploads:0.43Mb/s
Ping 42ms

And the second thing, the speed is nor stable. I used to use Bell's 5M service, and the speed is faster and more stable. Could you help me to fix this problem? And can you also tell me when is my last day to deactivate this service if nothing change.

Thanks.

[Imelda_Acanac]

Support advised to make sure not to have missing filters
for phones/faxes to jacks for customers using active phone lines.
Filters cut out DSL noise which can slow down speeds
and make communication difficult in phone calls.
One filter per phone to a jack will improve speeds and connection too.
But make sure not to have a filter between the modem router
and the phone jack, only use them for phones/fax to jacks.

Imelda O. Suzara
Acanac Rep

i feel so bad that i recommended acanac internet to my neighbor..

his telephone line has issues and he requested someone to fix it but they never came.. also, his modem died last week and acanac will not ship him a new modem...

my other friend that I recommended acanac to has frequent disconnecting problems and acanac connected their internet at 3mbps instead of 5..

also, he ordered filters from acanac over 3 weeks ago and they did not send him his filters.. but they charged his credit card..

....

i'm using acanac right now, but my internet is fine..

[fredsmith]

How did you figure Teksavvy is cheaper? Teksavvy is 29.99, yet Acanac rate is 19.00 but paid up front.

Am I missing some costs?

You are.

You'll save $11 (plus the taxes on $30) for each and every month in the first year with Acanac. AND you won't be subject to a rate cap, like you would with Teksavvy (unless, of course you'd prefer to pay Teksavvy $40/month plus taxes).

If you trade that against the fact that the net price difference between Teksavvy's rate (including taxes), it will take about six years for you to have spent as much with Acanac as you will with Teksavvy (because the difference is about $2/month).

And, since the bank pays you nothing for hanging on to your money, paying up front does not create a financial or investment opoprtunity cost.

Math 001.

[jamewoong]

not sure for all, but Acanac server seems to be down near 2 AM to 3 AM and also disconnectivity between 10-11 AM.

if ur working on project or need to deal with the internet, don't do your stuff in those time or you'll be doomed.

[jamewoong]

How did you figure Teksavvy is cheaper? Teksavvy is 29.99, yet Acanac rate is 19.00 but paid up front.

Am I missing some costs?

i'll go wit velcom instead of teksavvy unless ts have something that vc doesn't ?

[junyuwang]

Hi Imelda,
Please have a look the following results.

http://www.speedtest.net/result/488788307.png (http://www.speedtest.net)

http://www.speedtest.net/result/488788803.png (http://www.speedtest.net)

http://www.speedtest.net/result/488789326.png (http://www.speedtest.net)

You still did not answer my question regarding when will be the deadline to cancel my service if I want to do it without any penaty.

Thanks.

Hi,

Here are my results using Acanac's fiber optic network:

http://speedtest.net/
http://www.speedtest.net/result/488661467.png (http://www.speedtest.net)
Make sure to click on the 'Copy Forum Link' on left
side of the test results, so that the image can be seen.

http://www.acanac.ca/speedtest/
Download Speed: 21452 kbps (2681.5 KB/sec transfer rate)
Upload Speed: 7500 kbps (937.5 KB/sec transfer rate)

http://192.168.1.1 modem test
and Bell Portal Kbps
Upstream 800
Downstream 5056

There were already 2 tickets and 3 Bell tech checkups and
Portal and notes show that you are getting 5M residential speeds.

You can also email support@acanac.com your username to use
our faster fiber optic network browser at 10M+ speeds!

Imelda O. Suzara
Acanac Rep

[fredsmith]

Hi Imelda,
Please have a look the following results.


You still did not answer my question regarding when will be the deadline to cancel my service if I want to do it without any penaty.

Thanks.

Just send them the cancellation NOW and specify that it is to be cancelled on the last day of the 30 day trial period and leave it at that. If you decide to stick around, you can always 'uncancel'.

[fredsmith]

not sure for all, but Acanac server seems to be down near 2 AM to 3 AM and also disconnectivity between 10-11 AM.

if ur working on project or need to deal with the internet, don't do your stuff in those time or you'll be doomed.

I've not seen this from my location.

[nabate]

Imelda,

So May 30 i have 5M... After Bell pulls the plug on my line and 2 days of no service i'm now at a 3 Meg Profile... Please explain....... for all other fellow RFD members, and please have my profile raised where it was when i subscribed.

May 30, 2009
http://www.speedtest.net/result/484467282.png (http://www.speedtest.net)

June 04, 2009
http://www.speedtest.net/result/488443202.png (http://www.speedtest.net)

http://www.speedtest.net/result/488782727.png (http://www.speedtest.net)

http://www.speedtest.net/result/488835847.png (http://www.speedtest.net)

[fredsmith]

Imelda,

So May 30 i have 5M... After Bell pulls the plug on my line and 2 days of no service i'm now at a 3 Meg Profile... Please explain....... for all other fellow RFD members, and please have my profile raised where it was when i subscribed.


Why don't you just open a ticket? Imelda isn't your maid.

[nabate]

We all know she isn't our maid.... she wouldn't be on here offering to help if it didn't benefit the company she works for Acanac.

[bkcchung]

So, im currently using Bell Sympatico High Speed with no limit bandwidth for 57 dollars tax included.
Thinking of paying too much...would any of you think that it is a wise thing to switch to this company?

thanks for all of your input!:cheesygri

[ItemFinder]

So, im currently using Bell Sympatico High Speed with no limit bandwidth for 57 dollars tax included.
Thinking of paying too much...would any of you think that it is a wise thing to switch to this company?

thanks for all of your input!:cheesygri
With Bell, you may get 7mbit/s, whereas resellers are limited to 5mbit/s. With that being said, I think it's worthwhile to switch. High-speed internet has a diminishing effect. As long as it's fast enough for browsing websites, that's all that's really needed for most people. Waiting an extra hour to download something at top speed may or may not be a big deal to you.

[The Trees]

So if I do sign up with these guys what exactly happens? I couldn't find anythin on the website.

Do they come here and set everything up and I pay for the modem?

[o0vL]

So if I do sign up with these guys what exactly happens? I couldn't find anythin on the website.

Do they come here and set everything up and I pay for the modem?
if you have a analog land line u give them your number and they activate it through that number. if you have a digital phone line or no land line at all, then you have to subscribe to thier dry loop service...extra $8/month (bell tech will come to your house to install a dry loop). acanac will ship you your modem and login info. plug it in yourself and thats it.

[bkcchung]

With Bell, you may get 7mbit/s, whereas resellers are limited to 5mbit/s. With that being said, I think it's worthwhile to switch. High-speed internet has a diminishing effect. As long as it's fast enough for browsing websites, that's all that's really needed for most people. Waiting an extra hour to download something at top speed may or may not be a big deal to you.

Hmm...i think the hr difference in downloading is the main concern for my ISP choice. I mean, i do some downloading.

[ItemFinder]

Hmm...i think the hr difference in downloading is the main concern for my ISP choice. I mean, i do some downloading.
5mbit isn't slow by any standards. You can consistently get ~500kB/sec if you have the right server. I max out my connection and live within the limits. You might like the extra 200kB/sec, but is that worth almost $40 more per month? For that kind of money, you could register a second DSL line and bond them.

[bkcchung]

5mbit isn't slow by any standards. You can consistently get ~500kB/sec if you have the right server. I max out my connection and live within the limits. You might like the extra 200kB/sec, but is that worth almost $40 more per month? For that kind of money, you could register a second DSL line and bond them.

That is true, thanks for the advice!!!

[onexeyed]

if you have a analog land line u give them your number and they activate it through that number. if you have a digital phone line or no land line at all, then you have to subscribe to thier dry loop service...extra $8/month (bell tech will come to your house to install a dry loop). acanac will ship you your modem and login info. plug it in yourself and thats it.

How long does it take for the Bell tech to come to your house from the day you order? I live in apartment.

[Imelda_Acanac]

For regular DSL, it takes 5 to 7 business days for
activation from the order date, and dry loop DSL
can be up to 9 business days. This includes opening
your account in billing and Bell Portal and the technician
to activate the line.

Imelda O. Suzara
Acanac Rep

How long does it take for the Bell tech to come to your house from the day you order? I live in apartment.

[Imelda_Acanac]

It is part of customer service to open repair tickets
when needed to help customers get the internet
connection and speeds they paid for. There are several
Acanac customers who are also Redflagdeals members.

Imelda O. Suzara
Acanac Rep

We all know she isn't our maid.... she wouldn't be on here offering to help if it didn't benefit the company she works for Acanac.

[noob]

This questions is more directed to anyone using Rogers Home Phone with Acanac.

Rogers Home Phone uses the same phone jacks to provide phone service.
For people who never seen the Roger phone service device. One connection connects to your cable service the other plugs directly into your phone jack. When you pick up your phone from another phone jack, Roger's phone service device provides the dial tone and route the call through their cable network.

Previous poster have asked the questions but I haven't seen a clear response.

What I'm concern/confuse about is the possible interference between the DSL Modem and the Roger Phone Service Device, since both devices will plug into the phone jack.

Has anyone use this combination before?

Or did they have to ditch the Rogers Home Phone Service and switched back to Bell?

Thanks.

[Imelda_Acanac]

The ticket remains open on your connection problem
because Bell Portal has to show the information
on your modem with speeds.
Did you try these 3 tests?

Online Speed Tests
If you want to check on your own, try these:
1) go to http://192.168.1.1 , use 'admin', 'admin',
click on Status, Modem Status, read your
Up and Down speeds.
2) go to http://www.acanac.ca/speedtest/
3) go to http://speedtest.net/

The online speedtests fluctuate depending on the
time you take it but the modem test (1 above)
and Bell Portal are consistent.

Imelda O. Suzara
Acanac Rep

Imelda,

So May 30 i have 5M... After Bell pulls the plug on my line and 2 days of no service i'm now at a 3 Meg Profile... Please explain....... for all other fellow RFD members, and please have my profile raised where it was when i subscribed.

May 30, 2009
http://www.speedtest.net/result/484467282.png (http://www.speedtest.net)

June 04, 2009
http://www.speedtest.net/result/488443202.png (http://www.speedtest.net)

http://www.speedtest.net/result/488782727.png (http://www.speedtest.net)

http://www.speedtest.net/result/488835847.png (http://www.speedtest.net)

[BooFA1010]

if you have a analog land line u give them your number and they activate it through that number. if you have a digital phone line or no land line at all, then you have to subscribe to thier dry loop service...extra $8/month (bell tech will come to your house to install a dry loop). acanac will ship you your modem and login info. plug it in yourself and thats it.

How do I know if I have an analog or digital landline?

I been with Sympatico for 9 years and I am getting sick of everything changeing especially my bandwidth limit of 60GB a month. Do you know if Acanac will ever change to a limit also?

[Imelda_Acanac]

As per User Agreement http://acanac.ca/User-Agreement.html
'30 Day Money Back . If you are not satisfied with our service for
any reason within the first 30 days, Acanac will provide a full refund
less any usage incurred through long distance charges. After the initial
30 day period a customer must complete the remainder of the term.
Customer(s) may choose to cancel the account prior to the end of term
however, no refund will be issued for that period.'

Your activation was late and billing adjusted the date.
I will send you a pm to remind you of the date.

Did you try these 3 tests?
Online Speed Tests
If you want to check on your own, try these:
1) go to http://192.168.1.1 , use 'admin', 'admin',
click on Status, Modem Status, read your
Up and Down speeds.
2) go to http://www.acanac.ca/speedtest/
3) go to http://speedtest.net/

The online speed tests fluctuate depending on the
time taken but the modem and Bell Portal speeds
for the lines are consistent.

Imelda O. Suzara
Acanac Rep

Hi Imelda,
Please have a look the following results.

http://www.speedtest.net/result/488788307.png (http://www.speedtest.net)

http://www.speedtest.net/result/488788803.png (http://www.speedtest.net)

http://www.speedtest.net/result/488789326.png (http://www.speedtest.net)

You still did not answer my question regarding when will be the deadline to cancel my service if I want to do it without any penaty.

Thanks.

[o0vL]

How do I know if I have an analog or digital landline?

I been with Sympatico for 9 years and I am getting sick of everything changeing especially my bandwidth limit of 60GB a month. Do you know if Acanac will ever change to a limit also?

if you have bell as your phone provider then your analog
if you have rogers as your phone provider then your digital

[Imelda_Acanac]

Rogers home phone service is run through their cable network,
not the regular phone lines of Bell. If you want to try internet
with Acanac which uses phone lines, you have to ask Rogers
if you have a CID (circuit id, a line leased from Bell) or if not,
then you need a dry loop with Acanac, which is use of a phone
jack without dial tone.
I spoke with a Rogers rep a few months ago who told me that
about 2 1/2 years ago, Rogers stopped offering phone DSL
and have only cable and wireless internet. Their old customers
may still have Rogers analog and thus have a CID, but now
Rogers only offers digital phone using cable lines, not phone lines.

Imelda O. Suzara
Acanac Rep

This questions is more directed to anyone using Rogers Home Phone with Acanac.

Rogers Home Phone uses the same phone jacks to provide phone service.
For people who never seen the Roger phone service device. One connection connects to your cable service the other plugs directly into your phone jack. When you pick up your phone from another phone jack, Roger's phone service device provides the dial tone and route the call through their cable network.

Previous poster have asked the questions but I haven't seen a clear response.

What I'm concern/confuse about is the possible interference between the DSL Modem and the Roger Phone Service Device, since both devices will plug into the phone jack.

Has anyone use this combination before?

Or did they have to ditch the Rogers Home Phone Service and switched back to Bell?

Thanks.

[BooFA1010]

if you have bell as your phone provider then your analog
if you have rogers as your phone provider then your digital

Thanks for this!


I will look into Acanac. I am only getting 5mb speeds with Sympatico and getting charged $37ish per month. I am just worried about how realiable Acanac is. I have never heard of it until I read this thread.

[nerdonsite]

Hi Imelda,

I submitted the online order for dry DSL but got an e-mail back saying that DSL is not available in my area. However, when I enter my address on bell's website, they state that it is available. Please advise.

[jamewoong]

I've not seen this from my location.

of course, ur under me (from china) :lol:

may be it only happen it mtl? and it's not about the bad line because bell tech have already come for a visit and the line is pretty good. that's why when they say "your line is bad", it just make me laugh so badly mouahha and i always play the dumb in front of people that think they re expert >_>

[don_lee103]

Question.

Does the contract automatically renew itself after 1 year? If so, would it still be the same promotional price?

[gsrce]

I'm paying almost 60 a month for unlimited dl and 3mb right now, so I'm looking at switching when I move next month. I'm currently with Bell. When I move, is it easier to contact Acanac before to get them to set it up? Or should I wait until Bell has done all the work, and then contact Acanac to port over from Bell?

[fredsmith]

I'm paying almost 60 a month for unlimited dl and 3mb right now, so I'm looking at switching when I move next month. I'm currently with Bell. When I move, is it easier to contact Acanac before to get them to set it up? Or should I wait until Bell has done all the work, and then contact Acanac to port over from Bell?
Order your line in your new place from Bell and then order your serv ice from Acanac.

Do not move your Bell service. Besides. bell wants 30 days cancellation notice.

[fredsmith]

Question.

Does the contract automatically renew itself after 1 year? If so, would it still be the same promotional price?

If you don;t cancel before the anniversary date (which is the date on the invoice they send you) it will automatically renew for a year. No, the promotional rate does not apply. It goes to $34/month taxincluded, which is a very competitive rate compared to virtually everyone.

Yes, you can save $2 by giong with Velcom or you can sacrifice the 'no cap' and fo to Teksavvy and save $1 a month. But you will have saved 12 or so dollars for every month in that first year which goes a long way toward offsetting the $2/month you'd save with another.

Further, Acanac's referral deal will give you service for life if you refer 10 users. Until then it is 1 month free for each referral that stays past the free trial.

I myself have but one more to go for my DSL and a few for my VOIP.

[fredsmith]

Hi Imelda,

I submitted the online order for dry DSL but got an e-mail back saying that DSL is not available in my area. However, when I enter my address on bell's website, they state that it is available. Please advise.

Why not just phone sales tomorrow and discuss it with them?

I do know my sister waas told by Bell that sevrice wasn;t available, but would be in 2-4 weeks. After 4 weeks Acanac still reported no availability. I spoke with Bell, confirmed that it was indeed available, called Acanac and now she's up and running.

[Imelda_Acanac]

Some areas are being equipped for future internet
connections. If you pm me your address and postal
code, I can find out from the Sales department when
service will be available. Sometimes an area may have
phone and internet but with other ISPs and then gradually
other ISPs such as Acanac branch out to those areas.
Currently Acanac has DSL internet in Ontario and Quebec
http://acanac.ca/DSLAvailability.htm and dialup internet
in other provinces http://dialup.ispnetbilling.com/dialuplocations.asp?details=can
search with http://dialup.ispnetbilling.com/dialuplocations.asp?id=ISPWholesale .

Imelda O. Suzara
Acanac Rep

Hi Imelda,

I submitted the online order for dry DSL but got an e-mail back saying that DSL is not available in my area. However, when I enter my address on bell's website, they state that it is available. Please advise.

[Imelda_Acanac]

I looked at Bell's website and see that they offer
digital phone too http://www.bell.ca/support/PrsCSrvGnl_BDV_getting_started.page .
Analog technology is combining and switching to digital gradually
through the phone lines and equipment.
Read http://en.wikipedia.org/wiki/Telephone.

Rogers uses cable lines for its digital phone service.

Imelda O. Suzara
Acanac Rep

if you have bell as your phone provider then your analog
if you have rogers as your phone provider then your digital

[Imelda_Acanac]

In Acanac's FAQs, it is advised to first sign up and activate
then contact previous ISP AFTER http://acanac.ca/DSL-FAQ.htm .
You can inform Acanac of moving date and time it by calculating
up to 9 business days for dry loop DSL, or 5 to 7 for regular DSL.
Bell technicians activate the lines since all ISPs pay Bell for using
their lines for DSL internet. Some customers have 2 ISPs active
simultaneously before deciding to completely switch. Acanac has a
30 day money back guarantee if you cancel.

Imelda O. Suzara
Acanac Rep

I'm paying almost 60 a month for unlimited dl and 3mb right now, so I'm looking at switching when I move next month. I'm currently with Bell. When I move, is it easier to contact Acanac before to get them to set it up? Or should I wait until Bell has done all the work, and then contact Acanac to port over from Bell?

[darkprince]

I want to pick up this modem (tplink 8816), I woud like to know how to set it up with Acanac, I went through the forms on Acanac and RFD and couldn't find info for this modem. I would to use it with my DLink, DIR 655 Router

Yes, Noobie here..

thanks in advance

Reason why I am switching (BELL): I am paying for 7mbp but only getting 5mbp
http://www.speedtest.net/result/491291356.png (http://www.speedtest.net)

[tomkang2000]

I've used this link, not exactly same but almost same.
http://www.tp-link.com/support/showfaq.asp?id=113

I want to pick up this modem (tplink 8816), I woud like to know how to set it up with Acanac, I went through the forms on Acanac and RFD and couldn't find info for this modem. I would to use it with my DLink, DIR 655 Router

Yes, Noobie here..

thanks in advance

Reason why I am switching (BELL): I am paying for 7mbp but only getting 5mbp
http://www.speedtest.net/result/491291356.png (http://www.speedtest.net)

[Imelda_Acanac]

Here is a thread in Acanac's community forum
of a customer who configured one
http://community.acanac.com/acanac/viewtopic.php?f=9&t=6863&start=0&st=0&sk=t&sd=a
Although Acanac usually only offers support for
equipment we sell, the community forum has tech
moderators and customers who sometimes can help
figure out how to use other modems with Acanac.

Imelda O. Suzara
Acanac Rep

I want to pick up this modem (tplink 8816), I woud like to know how to set it up with Acanac, I went through the forms on Acanac and RFD and couldn't find info for this modem. I would to use it with my DLink, DIR 655 Router

Yes, Noobie here..

thanks in advance

Reason why I am switching (BELL): I am paying for 7mbp but only getting 5mbp
http://www.speedtest.net/result/491291356.png (http://www.speedtest.net)

[Imelda_Acanac]

As per User Agreement http://acanac.ca/User-Agreement.html
the term autorenews on the renewal date and customer is invoiced
and billed unless customer cancels before or on the renewal date.
The promo deal is only good for the first year then it goes back to
the regular term prices http://acanac.ca/DSL-Terms.htm .

Imelda O. Suzara
Acanac Rep

Question.

Does the contract automatically renew itself after 1 year? If so, would it still be the same promotional price?

[rain]

Is there a way to avoid dry loop? Like paying a fee for phone activation without using land phone service? Dry loop for 1 year costs $96.

[Sergio]

Guys, I noticed Bell is having a promotion on high speed internet. Here are the details:


180$ savings over 12 months
12 month contract
Need a bundle for savings
60Gb per month
7mbps
24.95$ per month


Let me know if anyone joined this Bell DSL Quebec Plan.

Thanks...
Sergio

[Imelda_Acanac]

I looked at the Bell website and saw a Bell plan called
Internet Performance up to 7M with 60Gb cap
but it has to be bundled with another service
such as phone, tv or mobility to get the discount.
http://www.bell.ca/shopping/internet.portal?_nfpb=true&_windowLabel=PrsShpInt_NewAccess_internetBrowse_po rtlet&PrsShpInt_NewAccess_internetBrowse_portlet_actionO verride=%2Fportlets%2Fpersonal%2Finternet%2Fbrowse %2FgetDetailPage&_pageLabel=PrsShpInt_NewAccess
They have other plans with various speeds and caps
but it has to be bundled to get the discount.

Acanac has only one plan for DSL internet which is
up to 5M residential unlimited and the promo deal
first year prepaid is the cheapest one for ISPs at
that range. It has shorter terms too for those who
only want to try it and do not want longterm plans
http://acanac.ca/DSL-feature.htm

Imelda O. Suzara
Acanac Rep


Guys, I noticed Bell is having a promotion on high speed internet. Here are the details:


180$ savings over 12 months
12 month contract
Need a bundle for savings
60Gb per month
7mbps
24.95$ per month


Let me know if anyone joined this Bell DSL Quebec Plan.

Thanks...
Sergio

[Imelda_Acanac]

Digital Subscriber Line (DSL) internet needs a phone line whether
active or no dial tone to work and Bell charges ISPs per line
for any DSL internet customer connected to its Gateway Access
Service (GAS) network.

Imelda O. Suzara
Acanac Rep

Is there a way to avoid dry loop? Like paying a fee for phone activation without using land phone service? Dry loop for 1 year costs $96.

[Imelda_Acanac]

This troubleshooting checklist of tips is from Support:
1. Use short phone cord less than 10ft. from modem router
and phone jack on wall.
2. Plug in modem securely (to a power bar if possible) and
not too close to other electrical equipment.
3. No filter/splitter between the modem router and its phone jack.
4. No missing filters for the other equipment such as phone/fax
to other phone jacks available. Filters cut out the noise which slows
down speeds. Limit 3 phones per household to cut down noise.
Dry loop DSL does not require filters, only regular active phone lines
with phones to cut out noise which slows down speeds.
Read line noise http://coe.tsuniv.edu/nrts/faq/ln_nois.html
caused by 'weather...rain...lightning, and other common causes
include poor telephone wiring, electrical interference, or bad computer cabling.'

Modems can show Noise Margin 'the difference between signal
and noise' ratio, and the higher it is the better for the DSL connection
http://www.dslreports.com/faq/691 .

Attenuation can calculate the distance between customer home
and Central Office. The most simple one is to take the down
attenuation and divide by 10 or just move decimal point to the left.
For example if down attenuation is 6.0, the home is .6km away
from the Bell CO serving that phone area code.
The lower the attenuation, the closer to CO and faster speeds.
The further away the slower the speeds. Or try using Google
to show the distance between customer location and CO addresses.
Refer to Google maps directions http://maps.google.ca/maps?hl=en&tab=wl
and Telco CO addresses by area phone code http://www.telcodata.us/telcodata/telco

Imelda O. Suzara
Acanac Rep

[tomkang2000]

that's the same plan I had before Acanac; up to 7M??? but end up 5M everyday... also 60GB is nothing and charge $1.5 for extra usage. just my .02!

Guys, I noticed Bell is having a promotion on high speed internet. Here are the details:


180$ savings over 12 months
12 month contract
Need a bundle for savings
60Gb per month
7mbps
24.95$ per month


Let me know if anyone joined this Bell DSL Quebec Plan.

Thanks...
Sergio

[stealth]

I want to pick up this modem (tplink 8816), I woud like to know how to set it up with Acanac, I went through the forms on Acanac and RFD and couldn't find info for this modem. I would to use it with my DLink, DIR 655 Router

Yes, Noobie here..

thanks in advance

Reason why I am switching (BELL): I am paying for 7mbp but only getting 5mbp
http://www.speedtest.net/result/491291356.png (http://www.speedtest.net)

Ha! You wont get 100% of what the max is with Acanac either. Here's mine...
http://www.speedtest.net/result/492143641.png (http://www.speedtest.net)
http://www.speedtest.net/result/492145866.png (http://www.speedtest.net)
And its why I'm cancelling this month.

[Inno]

Ha! You wont get 100% of what the max is with Acanac either. Here's mine...
http://www.speedtest.net/result/492143641.png (http://www.speedtest.net)
http://www.speedtest.net/result/492145866.png (http://www.speedtest.net)
And its why I'm cancelling this month.

It is not wise to make assumptions in advance of doing the trial month.

After some technical hiccups I am now getting 5 megs/700K consistenly from Acanac. Same speeds as I was getting from Bell.

Remember, you can cancel after your free month and just stay on Bell.

[Imelda_Acanac]

Maybe a repair ticket can be opened to check your speeds?
If you pm me your name and number, I can follow up.

Imelda O. Suzara
Acanac Rep

Ha! You wont get 100% of what the max is with Acanac either. Here's mine...
http://www.speedtest.net/result/492143641.png (http://www.speedtest.net)
http://www.speedtest.net/result/492145866.png (http://www.speedtest.net)
And its why I'm cancelling this month.

[rain]

Digital Subscriber Line (DSL) internet needs a phone line whether active or no dial tone to work and Bell charges ISPs per line
for any DSL internet customer connected to its Gateway Access
Service (GAS) network.

Imelda O. Suzara
Acanac Rep

So even paying Bell $60 or something to activate the phone line (without the monthly phone fees), I can't avoid dry loop?

Also, if my phone jack doesn't work, will acanac send someone over to fix it? Some of the phone jacks at my apartment unit doesn't work (it's a new building and they didn't install the jacks properly)

[stealth]

It is not wise to make assumptions in advance of doing the trial month.
After some technical hiccups I am now getting 5 megs/700K consistenly from Acanac. Same speeds as I was getting from Bell.

Remember, you can cancel after your free month and just stay on Bell.

It is even less wise to make assumptions of my internet package. I have been an Acanac customer for over 18months LOL....So once the $19. promo rate expired, I've been paying month-to-month for $39.95, as I didnt want to be locked in for a full year with the same crappy service. My speeds have always been about the same, and customer service has been very difficult to obtain in the past.
I'm just not a big downloader, so Ive been tolerating these speeds. But we move into a new house next month so I'll be starting fresh with a new provider.

Thanks for the offer Imelda, but as I say, the rates once the offer expires are not that competitive, plus I get other perks from other providers like Airmiles (Primus) or a few hours of dialup/Wi-Fi use at Starbucks (Bell).

[me99]

I just started with Acanac a few weeks ago, had and issue with the speed i was getting 3mbps/800K speeds so i Pmed Imelda. A Ticket was openned with bell, a bell tech came by and was able to fix the issue now i am getting 6mps/800K speed with no issue so far.

[mystery]

It is even less wise to make assumptions of my internet package. I have been an Acanac customer for over 18months LOL....So once the $19. promo rate expired, I've been paying month-to-month for $39.95, as I didnt want to be locked in for a full year with the same crappy service. My speeds have always been about the same, and customer service has been very difficult to obtain in the past.
I'm just not a big downloader, so Ive been tolerating these speeds. But we move into a new house next month so I'll be starting fresh with a new provider.

Thanks for the offer Imelda, but as I say, the rates once the offer expires are not that competitive, plus I get other perks from other providers like Airmiles (Primus) or a few hours of dialup/Wi-Fi use at Starbucks (Bell).

The best non-contract DSL IMO is Teksavvy. $29.95 / month, 200GB limit. No PST if you don't live in Quebec.

I've been with them for 4 years and they have been reliable and fast. Technical support is also there if required.

[fredsmith]

I don't personally understand why one wouldn't want a contract, especially if there are savings to be had. I DO want internet access, no matter what. And with that in mind, I'd like to do a financial analysis on the basis of today's real life numbers.

I can't comment on their quality from personal experience, though my friend went with them at his home and dumped them faster than a hot potato, complaining about reliability. He's with another ISP altogether now - but now he's got dedicated fiber and pays a lot for it

Teksavvy: $31.44 in Quebec (29.95 *1.05) capped to 200 gigs
Teksavvy: $33.96 in Ontario (29.95*1.05*1.08) capped to 200 gigs
Acanac: $33.95 in Ontario or Quebec unlimited

Teksavvy's dry lop charge is typically $10 plus taxes, compared to $8 all-in for Acanac

The regular annual rate for Acanac is $33.95/month - in Quebec you're saving all of $2.51 a month compared with Teksavvy and losing the unlimited plan. In Ontario you would actually spend a penny more - same deal.

Money is cheap to borrow - MBNA just today offered me a 0.99% interest rate to lend me up to $100,000 - so that annual up front deal costs all of $1.85 for the year (33.95*11/2*.0099 - the mean interest is paid on the declining balance and the first month isn't financed . . .).

In Quebec, where the savings are 'larger', you will save a grand total of $32 compared with Acanac's regular rate and that includes the cost for interest.

Compare that against the $149.98 you saved that first year with Acanac and you can use the savings to fund almost five additional years with Acanac compared with Teksavvy in Quebec and STILL be ahead of the game!! In Ontario it would require decades (centuries?) to break even at those rates.

And no cap.

Then there's the dry loop issue. If you have a dry loop you'll pay Teksavvy $138.24/year in Ontario, 128.00 in Quebec and Acanac would charge $96 and there go your savings with Teksavvy.

Admittedly Teksavvy’s rates are paid monthly and without contract, the previous poster , a contract can be a reasonable thing because intentions being what they are, he'd have been better off just committing for the year.

He's moving now and changing ISPs at the same time, but his decision to leave would seem to be because he can't get 'tech support' . . . he didn't mention whether he actually needed support, mind you. He could always have paid for the year and simply continued to use Acanac for the balance of the term – they don’t charge for the move - instead, he's paid $30 more than he would have had to for the period to date.

And a generous referral program.

Teksavvy: I don't know for certain, but I believe it is $1/month per referral.

Acanac will give you a free month for each referral. Collect 10 referrals and you get free service for life (only one left to go for DSL for me - a bunch before my VOIP is free).

[darkprince]

I just got this modem today and would like to test it out with my current Bell Sympatico line.

Also once I order Acanac probably later today or tmr. Would Acanac they provide me with all the INFO for me to get it up and running?

http://img188.imageshack.us/my.php?image=tdlink.png

Thanks in Advance!

[fredsmith]

I just got this modem today and would like to test it out with my current Bell Sympatico line.

Also once I order Acanac probably later today or tmr. Would Acanac they provide me with all the INFO for me to get it up and running?

http://img188.imageshack.us/my.php?image=tdlink.png

Thanks in Advance!

You'll get your login information the day of or the day after you sign up. You will get an e-mail from them with your login information in addition to the two variable modem settings that you might be required to change in your modem.

Enter the login information and you'll be switched immediately to the Internet via Acanac's portal.

if it doesn;t work you may have to change the relevant settings - and THAT is where you might have a problem.

Acanac ONLY supports the modem that they supply. For everything else, they may be sympathetic, but they won;t support it.

So be certain you know how to set the VPI and VCI values in your modem, assuming that they are not already set to 0 and 35 respectively.

[stealth]

fredsmith, in addition to not wanting to be tied to a provider whose services I considered to be mediocre based on my experience with them the previous year, minimal perks (referral bonuses mean nothing to me, as I couldnt refer them based on my experience), I have 1 additional unusual circumstance.

And that is, my employer allows me to expense my internet usage at home as I need to be able to connect to the company network as required, for checking mail, etc. But as per company policy, I cant expense my internet fees a year in advance, in accordance with Acanacs billing system, understandably...what if I quit the following month? So, I have to submit expenses monthly. When I communicated this to Acanacs customer service, I was told they have no flexibility on their invoicing (even if I paid up front, they couldnt generate a monthly "do not pay" type of invoice), so my only option was to either pay up front (meaning I pay it out of my own pocket-not going to happen :)), or the higher priced pay as you go (which I could expense).
The decision was simple, and the writing was on the wall.

I imagine someday when they grow, more customer service solutions/options will be available, and at that point I'd consider giving them my business again.
I will say in their defense, that on the rare occasion when I was able to speak with a live voice (and not deal with ridiculous forums or emails), they were generally more personable than other customer service reps I have delat with (Bell: only tried to keep selling additional products and services. Primus: generally rude and incompetent).

[darkprince]

Speed Comparison:

Bell Total Performance 7mbp +$40/month VS Acanac 5mpb 18.95/month
Bell
http://www.speedtest.net/result/491291356.png (http://www.speedtest.net)

Acanac
http://www.speedtest.net/result/492736040.png (http://www.speedtest.net)

[fredsmith]

Speed Comparison:

Bell Total Performance 7mbp +$40/month VS Acanac 5mpb 18.95/month
Bell


What you are actually testing there is your DSL front end, because the speed through the Bell portal and the Acanac portal was not bottlenecked (at least when you were testing).

However, you may discover that after Bell's contract is terminated, your modem gets reprofiled and the speed will drop to reflect what Acanac is paying for.

Keep in mind that Acanac is 'up to 5 megs'. That doesn't guarantee a 5 meg connection (speed test about 4.2 meg down and 640 up) because the line itself often limits the transfer rate. But the maximum guaranteed is 5 - anything more is essentially an error, omission or anomaly.

Enjoy it while you have it. Hopefully it will stay with you forever.

[darkprince]

What you are actually testing there is your DSL front end, because the speed through the Bell portal and the Acanac portal was not bottlenecked (at least when you were testing).

However, you may discover that after Bell's contract is terminated, your modem gets reprofiled and the speed will drop to reflect what Acanac is paying for.

Keep in mind that Acanac is 'up to 5 megs'. That doesn't guarantee a 5 meg connection (speed test about 4.2 meg down and 640 up) because the line itself often limits the transfer rate. But the maximum guaranteed is 5 - anything more is essentially an error, omission or anomaly.

Enjoy it while you have it. Hopefully it will stay with you forever.

Ahhhh!..... thanks alot there goes my day. =( Well i got 30days left lets see what happens. =)

[Inno]

Ahhhh!..... thanks alot there goes my day. =(

That said, some of us are getting 5 megs with Acanac consistently. In my case it took some months of messing around with Bell techs etc. to get my line working properly.

[darkprince]

That said, some of us are getting 5 megs with Acanac consistently. In my case it took some months of messing around with Bell techs etc. to get my line working properly.
ahhh... crap! well if i get above 4.xx MBP anything i'll be happy.

[Imelda_Acanac]

Dry loop DSL only needs 1 phone jack for it to work.
Bell technicians do all the actual line work from outside
or in the Central Office and Acanac technicians diagnose
the modem connections and setup. When you sign up
with Acanac, activation is done by Bell for the line and 1 jack
but from outside. If inside wiring needs to be done, there is
usually an extra charge but they should tell you that before
they do it. DSL requires use of a phone line and Bell charges
ISPs for each customer using a line whether active or no dial tone.

Imelda O. Suzara
Acanac Rep

So even paying Bell $60 or something to activate the phone line (without the monthly phone fees), I can't avoid dry loop?

Also, if my phone jack doesn't work, will acanac send someone over to fix it? Some of the phone jacks at my apartment unit doesn't work (it's a new building and they didn't install the jacks properly)

[sa_wood]

Here is what I get from Acanac:
http://www.speedtest.net/result/493064709.png (http://www.speedtest.net)

It took me 3 weeks with acanac to get this speed. Be prepared to see your speed drop down like fredsmith said:lol:


Speed Comparison:

Bell Total Performance 7mbp +$40/month VS Acanac 5mpb 18.95/month
Bell
http://www.speedtest.net/result/491291356.png (http://www.speedtest.net)

Acanac
http://www.speedtest.net/result/492736040.png (http://www.speedtest.net)

[Cataha]

What you are actually testing there is your DSL front end, because the speed through the Bell portal and the Acanac portal was not bottlenecked (at least when you were testing).

However, you may discover that after Bell's contract is terminated, your modem gets reprofiled and the speed will drop to reflect what Acanac is paying for.

Keep in mind that Acanac is 'up to 5 megs'. That doesn't guarantee a 5 meg connection (speed test about 4.2 meg down and 640 up) because the line itself often limits the transfer rate. But the maximum guaranteed is 5 - anything more is essentially an error, omission or anomaly.

Enjoy it while you have it. Hopefully it will stay with you forever.

http://www.speedtest.net/result/493070672.png (http://www.speedtest.net)

I signed up for Acanac in December, and have been getting just over 6Mbps since then.. (which makes me think I'm on a 7Mbps profile) Also, there was an interruption in the service between the time I canceled with Bell and activated with Acanac.... AND, when I was with Bell, I was on a 4Mbps grandfathered plan...

I think Bell techs are just getting lazy and putting some people on higher profiles.

[RFDkit]

I just got this modem today and would like to test it out with my current Bell Sympatico line.

Also once I order Acanac probably later today or tmr. Would Acanac they provide me with all the INFO for me to get it up and running?

http://img188.imageshack.us/my.php?image=tdlink.png

Thanks in Advance!

I just bought the same modem, TP-Link 8816, because the Acanac modem kept disconnecting. It has been working great for 5 days without problems. Once you login to the modem, follow the "Quick Start" setup.
ISP Connection Type- PPPoE/PPPoA
You should have your user ID and PW from Acanac email
VPI- 0
VCI- 35
Connection Type- PPPoE LLC

[jrice]

How do I know if my area is good for the Acanac service? I'm 3 blocks away from my CO, which is near Kennedy/14th in Markham. Thanks.

[fredsmith]

How do I know if my area is good for the Acanac service? I'm 3 blocks away from my CO, which is near Kennedy/14th in Markham. Thanks.

Go to Bell.ca and input your phone number in their internet section.

Here's the link: http://www.bell.ca/shopping/PrsShpInt_NewAccess.page?userType=NEW

[sansub]

So, after the 1st year, is it another 1 year upfront @34$ per month or is it going to be $34 per month on month to month basis? (sorry if this question is answered already).

[spong]

So, after the 1st year, is it another 1 year upfront @34$ per month or is it going to be $34 per month on month to month basis? (sorry if this question is answered already).

$34/month is a year up front. $39.99/month if you go month-to-month (price info I got when I asked them about 1 month ago). You got a month free if you prepaid for a year (renewal only)

[jasony001]

I am using Acanada now, $200/year. But this price is only good for one year.

Here is a reply from their accounting when I ask about the second year's price:

your 1st term is 2008-10-07 to 2009-10-07. We do have an auto renew policy as per our terms and conditions which you can read www.acanac.ca/User-Agreement.html

The second year term is 33.95$ x 12 mths= 407.40$

Possible options for the second year are:

1- Every 6 months at 35.95$ x 6 mths= 215.70$

2- Every 3 months at 37.95$ x 3 mths= 113.85$

3- Every month at 39.95$

[can2000]

My friend will move home soon, and she asks which option is better?
1) Ask ACANAC to move the service to new place
2) Cancel current service (2 months waste), and register another account to get first year discount.
Question: how to cancel the service? Call them or by email?

I bet it is better to go 2nd option? Any idea?

thanks

[can2000]

How did you get $200/year? Isn't it $277.4/year ?

I am using Acanada now, $200/year. But this price is only good for one year.

Here is a reply from their accounting when I ask about the second year's price:

your 1st term is 2008-10-07 to 2009-10-07. We do have an auto renew policy as per our terms and conditions which you can read www.acanac.ca/User-Agreement.html

The second year term is 33.95$ x 12 mths= 407.40$

Possible options for the second year are:

1- Every 6 months at 35.95$ x 6 mths= 215.70$

2- Every 3 months at 37.95$ x 3 mths= 113.85$

3- Every month at 39.95$

[fredsmith]

How did you get $200/year? Isn't it $277.4/year ?


You mean $227.40, no?

[fredsmith]

My friend will move home soon, and she asks which option is better?
1) Ask ACANAC to move the service to new place
2) Cancel current service (2 months waste), and register another account to get first year discount.
Question: how to cancel the service? Call them or by email?

I bet it is better to go 2nd option? Any idea?

thanks

A person can only get the 1st year promotion once.

Your best bet to cancel is to open a ticket on their web site and make certain you get the confirming e-mail.

[tomjose]

hey guys,
i was wondering if anyone here has got the tunnelier to work on Firefox and or Azureus (now called vuze).
i tried but to no avail cant.
sorry if this is out of topic for this thread:|:cheesygri:|

thanks in advance

[fredsmith]

hey guys,
i was wondering if anyone here has got the tunnelier to work on Firefox and or Azureus (now called vuze).
i tried but to no avail cant.
sorry if this is out of topic for this thread:|:cheesygri:|

thanks in advance

I just set it up under Firefox 1.0 (I prefer IE) and it worked for me. Pretty straightforward.

[Imelda_Acanac]

If you pm me your address with postal code, I can check
Bell Portal to see if Acanac provides service and the speeds
available for your location. We have Markham customers
with speeds 5M+.

Imelda O. Suzara
Acanac Rep

How do I know if my area is good for the Acanac service? I'm 3 blocks away from my CO, which is near Kennedy/14th in Markham. Thanks.

[mudman24]

Dear Customers,

In March 2008 Bell started throttling its Wholesale Customers without notice. We attempted to have the CRTC force
Bell to stop as it removed our ability to do business and give Market
choice. The throttling was done in the name of congestion, even if Bell, at
the same time launched higher speeds (which they did not share with their
wholesalers) and also dabbled with launching IPTV, which consumes even more
capacity.

The CRTC sided with Bell in November 2008 but launched a Public Hearing to
discuss Network Management Practices, clearly showing they made a decision
on throttling without having all the details in hand to do so. As a result
we launched a request to reverse their decision from November (The Review &
Vary) in May 2009.

The only way we are going to make a difference at this point is to get full
public support to stop companies like Bell from bullying the market and the
regulators! The Telecom and Cableco Monopolies control 96% of our
marketplace, so if we don't stand up and voice our concerns, this will
become a two party dance where choices and services are going to be
completely removed and rates raised to unreasonable levels!

Here are the details on how to submit your comments:

1) Go to:
http://support.crtc.gc.ca/crtcsubmissionmu/forms/Telecom.aspx?lang=e

2) Select "Part VII / PN " from the drop down list and then click "Next"

3) In box entitled "Subject" line, insert "CRTC File #:
8662-P8-200907727"

4) In the box entitled "Description / Comments / Questions", insert any
comments that you may have on the review and vary application.

5) If you would like to attach a document, select "yes" and follow the
instructions for attaching a file.

As indicated in the Title, I believe the deadline is June 22nd, so don't
wait to long

PS - R&V details here:
http://www.crtc.gc.ca/recherche-search/?q=8662-P8-200907727&n=e&m=

[Phuman]

I don't know if this is a common problem but throughout the day whenever I'm on,I constantly keep on getting disconnected.:mad:

[RFDkit]

I don't know if this is a common problem but throughout the day whenever I'm on,I constantly keep on getting disconnected.:mad:

Are you using the Acanac modem? I was having the same disconnecting issue for 4 months using the Acanac modem. Finally I gave up and bought a TP-Link modem and now I don't have any problem. I returned the modem to Acanac and got my $50 deposit back.

[Imelda_Acanac]

The 2nd year prepaid terms if you decide not to renew at yearly term:
Monthly $39.95
Yearly $407.40 (calculated at $33.95 x 12 months)
Please also read for 3 and 6 month terms http://acanac.ca/DSL-Terms.htm

Imelda O. Suzara
Acanac Rep

So, after the 1st year, is it another 1 year upfront @34$ per month or is it going to be $34 per month on month to month basis? (sorry if this question is answered already).

[Think]

Dear Customers,

In March 2008 Bell started throttling its Wholesale Customers without notice. We attempted to have the CRTC force
Bell to stop as it removed our ability to do business and give Market
choice. The throttling was done in the name of congestion, even if Bell, at
the same time launched higher speeds (which they did not share with their
wholesalers) and also dabbled with launching IPTV, which consumes even more
capacity.

The CRTC sided with Bell in November 2008 but launched a Public Hearing to
discuss Network Management Practices, clearly showing they made a decision
on throttling without having all the details in hand to do so. As a result
we launched a request to reverse their decision from November (The Review &
Vary) in May 2009.

The only way we are going to make a difference at this point is to get full
public support to stop companies like Bell from bullying the market and the
regulators! The Telecom and Cableco Monopolies control 96% of our
marketplace, so if we don't stand up and voice our concerns, this will
become a two party dance where choices and services are going to be
completely removed and rates raised to unreasonable levels!

Here are the details on how to submit your comments:

1) Go to:
http://support.crtc.gc.ca/crtcsubmissionmu/forms/Telecom.aspx?lang=e

2) Select "Part VII / PN " from the drop down list and then click "Next"

3) In box entitled "Subject" line, insert "CRTC File #:
8662-P8-200907727"

4) In the box entitled "Description / Comments / Questions", insert any
comments that you may have on the review and vary application.

5) If you would like to attach a document, select "yes" and follow the
instructions for attaching a file.

As indicated in the Title, I believe the deadline is June 22nd, so don't
wait to long

PS - R&V details here:
http://www.crtc.gc.ca/recherche-search/?q=8662-P8-200907727&n=e&m=

Done, thanks for the heads up

[Imelda_Acanac]

There is a discussion thread in Acanac's community forum
on configuring modems including other brands/models and
when the home setup includes other equipment such as
routers, faxes, phones, extra computers, game consoles, etc.
Here is the link
http://community.acanac.com/acanac/viewforum.php?f=9&st=0&sk=t&sd=d&start=0

Some modems need to be on 'bridge' mode instead
to avoid frequent disconnections.
Please read routersetup http://www.acanac.ca/docs/.

Imelda O. Suzara
Acanac Rep

I don't know if this is a common problem but throughout the day whenever I'm on,I constantly keep on getting disconnected.:mad:

[fredsmith]

I don't know if this is a common problem but throughout the day whenever I'm on,I constantly keep on getting disconnected.:mad:

Not all lines can support the top data rates. When your line profile (speed) is set too high, the connection becomes unstable and you will often see many disconnects.

Also, not all modems are created equal.

The top speed is affacted not only by the line itself and where Bell connects you to the DSL network (they have choices), but also by the quality of the modem you are using.

If you have access to another modem, one that is of a different make and model, you might try substituting it to see if perhaps that helps the situation.

[Mr. Robo]

Imelda, I know it's only been 5 days since I setup an account with Acanac. I'm still on the 3Mbps profile. Do I really have to wait to Wednesday to see a change?

[Phuman]

Aren't Acanac's modems all preconfigured? I'm also still on the ~3mbps.

[fredsmith]

Aren't Acanac's modems all preconfigured? I'm also still on the ~3mbps.

It isn't the modem. It's the DSLAM (Bell's end) that sets the maximum data rate. But your line is another factor that impacts the maximum rate you will connect at.

You might never get past 3 megs if your line quality isn't good enough. But that isn't Acanac's fault should it be the case.

Also keep in mind that speedtest doesn't measure the line rate. It measures the net data througp[ut, which is always lower than the signalling rate. So if your modem supports it and you want to know, it will need to be queried for the 'line sync rate'.

[dazz]

This is only a good deal for the first year. Nowhere did it say on your website you'll be autobilling at $40/month for the second year. at 40 bux this is an ice cold deal,considering the issues with the company and non existent customer support.

[Cataha]

This is only a good deal for the first year. Nowhere did it say on your website you'll be autobilling at $40/month for the second year. at 40 bux this is an ice cold deal,considering the issues with the company and non existent customer support.

Regular Price: "$33.95"
URL: http://acanac.ca/DSL.html

$18.95 offer page: "This offer is only available on a 1 year term and the first year of service"
URL: http://acanac.ca/more-info.htm

TOS: "Billing. All terms are due up front. If you sign up for the lowest rate then you are likely on the 1 year term. You will be billed the entire term up front and then billed on a yearly basis.
All credit cards are billed automatically on their renewal dates. If you do not want to renew your account please cancel the account on or before the renewal date. Cancellations must be done by e-mail and sent to accounting@acanac.com or billing@acanac.com. Please make sure you obtain the cancellation ID or ticket number for your request to confirm cancellation of service."
URL: http://www.acanac.ca/User-Agreement.html

[fredsmith]

This is only a good deal for the first year. Nowhere did it say on your website you'll be autobilling at $40/month for the second year. at 40 bux this is an ice cold deal,considering the issues with the company and non existent customer support.

Unfortunhately, if you feel the way you state, it would be because you are unable or unwilling to actually read what's out there before committing to the agreement.

Your lack should not be construed as some problem with the company - the vast majority of users certainly managed to not be surprised when their account was renewed.

First of all, the second year rate for uncapped access is $33.95, a far cry from $40 you claim and it includes taxes. There ae very few ISPs who do better than Acanac price-wise after the first year. There are one or two other ISPs who may have better pricing (and not by much), but they tend to eiher cap traffic and/or charge setup fees. Remember to add in taxes to any other rates you see.

The web site certainly does state what the rates are and the terms are quite clearly defined.

Technical support is certainly not non-existent. When I've had trouble I've written and received suggestions for solutions and in the end, they worked.

However if you are a newbie and can't find the power switch on your computer, don't expect them to hold your hand. Go ask the neighbour's kid for help. Besides, that isn't their job.

[Cas77]

This is only a good deal for the first year. Nowhere did it say on your website you'll be autobilling at $40/month for the second year. at 40 bux this is an ice cold deal,considering the issues with the company and non existent customer support.

I can't believe people don't read and have the nerve to come in here and blame a company for their own ignorance.

[Imelda_Acanac]

I need your name and number to check your sync
rate speeds and profile. You can send by pm.

Imelda O. Suzara
Acanac Rep

Imelda, I know it's only been 5 days since I setup an account with Acanac. I'm still on the 3Mbps profile. Do I really have to wait to Wednesday to see a change?

[Imelda_Acanac]

Acanac's website shows the promo price vs regular price
on this page http://acanac.ca/DSL.html
http://acanac.ca/Promo-Link22.jpg
where if you click on More Info link will bring you to
http://acanac.ca/more-info.htm showing
'This offer is only available on a 1 year term and the first year of service'

The User Agreement also in fine print showing in Billing
about the auto renewal on same term and auto billing to credit card.
Please read http://acanac.ca/User-Agreement.html .

Some customers had speed problems with other ISPs too
before switching to Acanac probably due to distance from CO
or line quality, or home setup (router, filters, wiring, modem, etc.).
Some just switch from phone DSL to cable internet instead.

Imelda O. Suzara
Acanac Rep




This is only a good deal for the first year. Nowhere did it say on your website you'll be autobilling at $40/month for the second year. at 40 bux this is an ice cold deal,considering the issues with the company and non existent customer support.

[Totoriko]

Imelda, my connection went down just now. I rebooted the modem. Now it's working but the Facebook site doesn't load. Any problems on your end?

[spong]

......

First of all, the second year rate for uncapped access is $33.95, a far cry from $40 you claim and it includes taxes. There ae very few ISPs who do better than Acanac price-wise after the first year. There are one or two other ISPs who may have better pricing (and not by much), but they tend to eiher cap traffic and/or charge setup fees. Remember to add in taxes to any other rates you see.
...

There are companys out there offering $30/month with no terms commitment. So unless you consider a more than 10% difference per months is 'not by much', it is very tempting to switch by the price alone. However, the major factor to have me switch is the lack of 24/7 support. There are at least two times when I had a service outage on the weekend and they asked me to email back on Monday (What a joke)

[chaoslord]

please tell us (or mp) where is the isp at 30$ / month with unlimited download/upload

[spong]

please tell us (or mp) where is the isp at 30$ / month with unlimited download/upload

The one I am using is Velcom

http://www.velcom.ca

[Inno]

The one I am using is Velcom

http://www.velcom.ca

Tax included?

[fredsmith]

Velcom has a $15 activation fee and from what I gather, since the activation fee is subject to taxes, the monthly service would be too. Perhaps it isn't, but that'd make them unique among the sub $30 ISPs and what follows would require editing. But I think not.

Of course, I covered all this a few pages ago - and a few pages before that and so on.

Math 101:

$29.95 plus tax in Ontario would be $33.46, a savings of 49 cents per month over Acanac's second year annual rate.

Then there's that activation fee . . . Another $17.01 which will require about 34 months of the differential to pay off.

THEN there's the $25 cancellation fee if you decide you don't like it . . . at least Acanac will give you your money back in the first 30 days - these guys charge a premium - your first month 'trial' at Velcom would cost $79.33 in Ontario if you decided you wanted to change - Acanac . . . FREE

Sounds to me like you can take the $191.13 you saved the first year with Acanac and use that to cover that 'extra' 49 cents per month over the next 32 and a half years.

Since I already know what you're gonna say next:

Yes, you do have to pay Acanac for a year at the start of the year - but MBNA charges me 0.9% interest - and no one is paying you much to leave your money in the bank - not to mention that you pay tax on that amount - so no financial hardship there.

And yes, you could subscribe to Acanac for a year and then switch to Velcom and save the 49 cents (less the $17 activation charge) and start 'raking it in' after almost 3 more years - or you could just stay put and spend your time surfing.

When you factor in that first year, from a financial perspective they're impossible to beat.

You know, I never said Acanac was the cheapest. In fact I said there were a few who were cheaper, but you decided to quote me - and got snooty about it.

[Cataha]

Velcom has a $15 activation fee and from what I gather, since the activation ... Acanac was the cheapest. In fact I said there were a few who were cheaper, but you decided to quote me - and got snooty about it.

Epic.

Note: Edited out most of the quote to save space. :)

[spong]

Velcom has a $15 activation fee and from what I gather, since the activation fee is subject to taxes, the monthly service would be too. Perhaps it isn't, but that'd make them unique among the sub $30 ISPs and what follows would require editing. But I think not.

Of course, I covered all this a few pages ago - and a few pages before that and so on.

Math 101:

$29.95 plus tax in Ontario would be $33.46, a savings of 49 cents per month over Acanac's second year annual rate.

Then there's that activation fee . . . Another $17.01 which will require about 34 months of the differential to pay off.

THEN there's the $25 cancellation fee if you decide you don't like it . . . at least Acanac will give you your money back in the first 30 days - these guys charge a premium - your first month 'trial' at Velcom would cost $79.33 in Ontario if you decided you wanted to change - Acanac . . . FREE

Sounds to me like you can take the $191.13 you saved the first year with Acanac and use that to cover that 'extra' 49 cents per month over the next 32 and a half years.

Since I already know what you're gonna say next:

Yes, you do have to pay Acanac for a year at the start of the year - but MBNA charges me 0.9% interest - and no one is paying you much to leave your money in the bank - not to mention that you pay tax on that amount - so no financial hardship there.

And yes, you could subscribe to Acanac for a year and then switch to Velcom and save the 49 cents (less the $17 activation charge) and start 'raking it in' after almost 3 more years - or you could just stay put and spend your time surfing.

When you factor in that first year, from a financial perspective they're impossible to beat.

You know, I never said Acanac was the cheapest. In fact I said there were a few who were cheaper, but you decided to quote me - and got snooty about it.

1) when I joined I never got charged on the activation fee because I was already set up by Acanac
2) It is unfair to compare the price with a year commitment with the price where you can go month-by-month.
3) Only on the first year they are going to give you the money back. Try to pay for the second year to see whether you are still going to get your money back after the first month of your second year committment.
4) I did not miss one day on surfing. They set me up the same day as my contract was up.
5) I did not quote you saying that Acanac is cheapest. I just said that unless you are going to commit for the second year, it is much better to go with Velcom for a month-to-month with no contract (after the first month)

[fredsmith]

1) when I joined I never got charged on the activation fee because I was already set up by Acanac
2) It is unfair to compare the price with a year commitment with the price where you can go month-by-month.
3) Only on the first year they are going to give you the money back. Try to pay for the second year to see whether you are still going to get your money back after the first month of your second year committment.
4) I did not miss one day on surfing. They set me up the same day as my contract was up.
5) I did not quote you saying that Acanac is cheapest. I just said that unless you are going to commit for the second year, it is much better to go with Velcom for a month-to-month with no contract (after the first month)

I absolutely disagree with most of your points and I've already explained why . . . You WILL have internet service. You can play musical ISPs, but for what? To save 50 cents a month that will cost you $17 to earn? That's take you 3 years to get back. I just isn't worth it.

Credit is cheap. VERY cheap. Assuming you had to borrow to pay for the service Your cost to finance a year of service would be roughly a half percent per month (at 6 percent) on a declining balance . . . that means about $10 to buy your service for a year in advance.

If you didn't have to borrow, you'd potentially lose out on about 2 dollars in taxable interest. Whoopie.

So by staing with Acanac, the first year after the switch you'd be about break-even. After that you'd decline by about 6 dollars a year and that would take quite a while to burn through the $190+ you saved the first year.

This, of course presumes that you will need Internet access on an ongoing annual basis. Most of us will.

[Imelda_Acanac]

I checked Facebook and it is loading okay in the network
browser and regular browser. I checked your current sync
speeds and will send you a pm.

Imelda O. Suzara
Acanac Rep

Imelda, my connection went down just now. I rebooted the modem. Now it's working but the Facebook site doesn't load. Any problems on your end?

[Imelda_Acanac]

Concerns about common problems with internet connection
and speeds are posted in the Acanac community forum
and network news and updates are shown on ticker tape
messages with the toolbar http://acanaccommunityforum.ourtoolbar.com/.

Imelda O. Suzara
Acanac Rep

Imelda, my connection went down just now. I rebooted the modem. Now it's working but the Facebook site doesn't load. Any problems on your end?

[sansub]

In my view, acanac shouldn't charge full year in the second year when their competitor is giving the same price on month to month basis. That doesn't make any business sense to me. Yes, some people will be loyal to acanac after 1 year and some will think about moral ("hey, they gave me 1 year cheap so why shouldn't I take the risk again and sign up for the full year"). But remember, the only reason why people decided to take the risk (what if your service is degraded after 4-5 months down the line) and shell out money for 1 full year is the huge saving spread over the (1st) year. What is the incentive for the people to sign up again for another 1 year on the regular price (Velcom) and take unnecessary risk? Either they have to make it as month-to-month payment at their competitor's price or reduce the price a bit (not to 19$) for full year term.

I recommended acanac to my cousin and he signed-up with acanac. I am with teksavvy now but was thinking about switching to acanac. To tell you the truth, I for one won't stay with acanac after a year when I can get the same service with less risk. It is not about cheap credit or anything. It is about risk vs reward.

Yea... go ahead and flame me for being not loyal to a company. :)

[tomtomtom]

Yea... go ahead and flame me for being not loyal to a company. :)

Not gonna flame you.:razz:

I totally agree with you on the questionable ethics of this business. You are saving a lot in the first year at the expense of reliability, tech support run by monkies and shady renewal day policy and cancellation via email (a definite hit or miss).

Bottomline is, this is a money saving forum, you get what you paid for.

[Imelda_Acanac]

I posted a reply on another thread on Acanac's autorenewal/autobilling
each term including the advise of top banks in credit card payments:
TD Canada Trust, CIBC, RBC and BMO. For those who use credit
cards to pay for purchases, please read for future reference
http://www.redflagdeals.com/forums/showpost.php?p=8916672&postcount=23

Imelda O. Suzara
Acanac Rep

[fredsmith]

I posted a reply on another thread on Acanac's autorenewal/autobilling
each term including the advise of top banks in credit card payments:
TD Canada Trust, CIBC, RBC and BMO. For those who use credit
cards to pay for purchases, please read for future reference
http://www.redflagdeals.com/forums/showpost.php?p=8916672&postcount=23

Imelda O. Suzara
Acanac Rep

That confirms what I've been telling people who say that they can just dispute the charges.

A contact is a contract. And even if *some* people have issues, they knew about it (or at the very least read it all and simply didn;t appreciate what it all meant), but they accepted the deal when they hit 'send'.

The reality is that what people don;t understand is if Acanac should fail, there is the probability that they will be able to get their money back if they use a credit card with purchase security protection - that solves the 'what if they're not around' question.

[X360]

I posted a reply on another thread on Acanac's autorenewal/autobilling
each term including the advise of top banks in credit card payments:
TD Canada Trust, CIBC, RBC and BMO. For those who use credit
cards to pay for purchases, please read for future reference
http://www.redflagdeals.com/forums/showpost.php?p=8916672&postcount=23

Imelda O. Suzara
Acanac Rep
I think it is stupid that credit card company won't be able to stop a specific merchant getting money from your credit card... but they can stop all the merchants getting money from your credit card...

If you so affraid that Acanac charge your credit card on the renew date and have to dispute/wait for credit/charge back later... you can call the credit card company and tell them to lock/freeze/disable your credit card near the renew date... That's it... no one will able to get money from your credit card... On the renew date, Acanac can't get money from your credit card, either they will call you or they will cancel your account... Now, call your credit card company to unlock your credit card...

[thawdavid]

Hi, Imelda

I am trying to cancle my internet service as my 1st year promotion is near over. However, your staff will not cancle my service. Please show a little bit respect to your customer please. I had PM you a message with the Ticket ID in it.

Will you please help me cancle it?

Thanks!

Thawdavid


I posted a reply on another thread on Acanac's autorenewal/autobilling
each term including the advise of top banks in credit card payments:
TD Canada Trust, CIBC, RBC and BMO. For those who use credit
cards to pay for purchases, please read for future reference
http://www.redflagdeals.com/forums/showpost.php?p=8916672&postcount=23

Imelda O. Suzara
Acanac Rep

[fredsmith]

I think it is stupid that credit card company won't be able to stop a specific merchant getting money from your credit card... but they can stop all the merchants getting money from your credit card...

If you so affraid that Acanac charge your credit card on the renew date and have to dispute/wait for credit/charge back later... you can call the credit card company and tell them to lock/freeze/disable your credit card near the renew date... That's it... no one will able to get money from your credit card... On the renew date, Acanac can't get money from your credit card, either they will call you or they will cancel your account... Now, call your credit card company to unlock your credit card...

You are certainly entitled to your opinion about such things, but they are a matter of contract law.

When you've signed up and contracted for a good or service you have the obligation to pay if you haven't cancelled in accordance with the agreeent.

If you don't pay (for whatever reason, whether you've cancelled the card or blocked it or whatever) you haven't ended the responsability - eventually, if you refuse to pay and don't come to terms with the merchant you could be hauled into court, you could also find your credit score negatively impacted.

Hiding your head in the sand is not the way to resolve your obligations.

[fredsmith]

Hi, Imelda

I am trying to cancle my internet service as my 1st year promotion is near over. However, your staff will not cancle my service. Please show a little bit respect to your customer please. I had PM you a message with the Ticket ID in it.

Will you please help me cancle it?

Thanks!

Thawdavid

That sounds wicked.

What have they done that made you come out in public to seek help?

[Ronald Pagan]

Will a Teksavvy speedtouch modem work with Acanac or will I have to buy a new modem?

[fredsmith]

Will a Teksavvy speedtouch modem work with Acanac or will I have to buy a new modem?

If it works with Teksavvy it'll work with Acanac once it's configured.

[Imelda_Acanac]

I responded to your pm with details. I added it to the
cancellation ticket and checked your account in billing
and it has 'no' for autorenew and the payment was not
processed. You can return the modem for refund if it
is accepted in working condition.

Imelda O. Suzara
Acanac Rep

Hi, Imelda

I am trying to cancle my internet service as my 1st year promotion is near over. However, your staff will not cancle my service. Please show a little bit respect to your customer please. I had PM you a message with the Ticket ID in it.

Will you please help me cancle it?

Thanks!

Thawdavid

[Imelda_Acanac]

Some Acanac customers use other modems and its
community forum has postings on the Speedtouch
http://community.acanac.com/acanac/viewtopic.php?f=9&t=8215&start=0&st=0&sk=t&sd=a
but for live technical phone support, Acanac
only supports equipment it sells.

Imelda O. Suzara
Acanac Rep

Will a Teksavvy speedtouch modem work with Acanac or will I have to buy a new modem?

[tomtomtom]

However, your staff will not cancle my service.

:lol:

[tomtomtom]

http://www.theglobeandmail.com/news/technology/quebec-cracking-down-on-cell-carriers/article1184775/

Quebec cracking down on cell carriers

Consumer protection bill restricts automatic renewal of contracts and limits penalties against consumers


:twisted:

[elasticgirl]

Hi Imelda, my one-year promotional contract is coming to an end soon, and I don't want it to be "auto-renewed". what should i do to make sure of that? thanks.

[fredsmith]

http://www.theglobeandmail.com/news/technology/quebec-cracking-down-on-cell-carriers/article1184775/

Quebec cracking down on cell carriers

Consumer protection bill restricts automatic renewal of contracts and limits penalties against consumers


:twisted:


You have to actually read the details of the proposed legislation, because the article in the G&M is very, very superficial.

As things are proposed they aren't doing anything to change the legality of autorenewable contracts, but rather are requiring that there be full disclosure when you sign up. If they don't, then they won't be able to enforce autorenewal.

Rogers, for example will autorenew your expired 3 year contract for 3 more years without actualy telling you (or they can also NOT renew you if your deal is too good).

They will require that the consumer be made aware of the autorenewal . . .

Acanac does that already.

[Unconventional]

hi imelda, my one-year promotional contract is coming to an end soon, and i don't want it to be "auto-renewed". What should i do to make sure of that? Thanks.

+1

[mocha'n'me]

I need to find a dsl modem asap... my bell one died. Does anyone have one to sell or know where I can get one in a few days? I would like something moderately priced otherwise I will just ask Acanac to send one.

[Imelda_Acanac]

If you want to stop autorenewal on the same term
and switch to another term, or if you want to cancel
the service, email billing@acanac.com and give your
reason for cancelation. You will get a confirmation ticket
and your account will have a 'no' in autorenewal so the
renewal payment will not be processed.

You can also pm me so I can follow it up and add it
to the ticket notes of your account.

Imelda O. Suzara
Acanac Rep

Hi Imelda, my one-year promotional contract is coming to an end soon, and I don't want it to be "auto-renewed". what should i do to make sure of that? thanks.

[Imelda_Acanac]

Depending on what type of contract, and whose side you are on,
auto renewal of contracts may be seen as a good idea or not.
Employment and business contracts are often auto renewed
and seen favourably by both parties, employer/employee and
business/business associate depending on performance and
profit. However, when it comes to goods/services, some consumers
dislike autorenewal or long-term contracts, preferring to go along
with their whim and market value and competition, but businesses
try to lock consumers into long-term contracts and autorenewals
to beat competitors out of price wars and to protect closing the deal.
Acanac customers who are happy with the service and speeds will
go along with autorenewal but those who were dissatisfied with it
will cancel ahead of their renewal date, sometimes even within the
initial 30 day money back guarantee to get a refund. Those who fall
in between forget this part and are upset when autorenewed at the
regular prices instead of the discounted promo first year price.

Imelda O. Suzara
Acanac Rep

http://www.theglobeandmail.com/news/technology/quebec-cracking-down-on-cell-carriers/article1184775/

Quebec cracking down on cell carriers

Consumer protection bill restricts automatic renewal of contracts and limits penalties against consumers


:twisted:

[drey]

I'm moving homes and canceled my service with Acanac on June 5. Have emailed them a few times to refund me as they have charged my CC of an amount of $506. They responded each time that the refund process is in place. It's June 17 and my CC still shows the $506 owing.

I had 3web service for 3 years and never had an issue with billing, only customer service. This tells you I have patience and anyone that had 3web can tell you their customer service is by far one of the worst. Having said that, I don't know if I have the patience anymore to see a balance due for something that shouldn't be there in the first place.

Edit:
I should add this. The day I wanted them to stop my service, they were extremely prompt. If I remember correctly, as soon as the cancellation date rolled in, within an hour or two, my service was stopped. Whether it's automation or manual, they're very efficient in this regard. Now if they can put 10 times that much effort into their billing service....

[X360]

You are certainly entitled to your opinion about such things, but they are a matter of contract law.

When you've signed up and contracted for a good or service you have the obligation to pay if you haven't cancelled in accordance with the agreeent.

If you don't pay (for whatever reason, whether you've cancelled the card or blocked it or whatever) you haven't ended the responsability - eventually, if you refuse to pay and don't come to terms with the merchant you could be hauled into court, you could also find your credit score negatively impacted.

Hiding your head in the sand is not the way to resolve your obligations.
Why do we have to do the crazy thing by calling our credit card company to lock our card so Acanac won't be able to get the money on the renew date? because even we already request for the cancellation before the renew date, but Acanac tac tic try hard to ignore as much as they can the cancellation request... and continue charge our credit card...

So before talking about Acanac will sue the customers... why don't think another way... we will sue Acanac for charging our credit card even we ask for cancellation before the renew date...

I'm moving homes and canceled my service with Acanac on June 5. Have emailed them a few times to refund me as they have charged my CC of an amount of $506. They responded each time that the refund process is in place. It's June 17 and my CC still shows the $506 owing.

[fredsmith]

Why do we have to do the crazy thing by calling our credit card company to lock our card so Acanac won't be able to get the money on the renew date? because even we already request for the cancellation before the renew date, but Acanac tac tic try hard to ignore as much as they can the cancellation request... and continue charge our credit card...

So before talking about Acanac will sue the customers... why don't think another way... we will sue Acanac for charging our credit card even we ask for cancellation before the renew date...

That's because it is the way a SOCIETY works.

I'd like to answer in detail in two parts, because things are not usually quite as simple as you suggest.

I know that earlier in this thread there was a poster who claimed all sorts of terrible things related to his cancellation.

At the time I mentioned that I suspected (and was correct) that the poster had not dealt properly with the company - he had sent his original request late, and to make thnigs worse Acanac's reply, requesting something or other was trapped by the poster's SPAM filter and he never followed through.

Acanac let him off the hook. No suing required - but you should note that Acanac didn't have to.

You agree to a contract. You have an obligation to pay and the other party has the obligation to provide the service. It will renew (or not) in accordance to the agreed-upon terms.

You want to end the relationship? It's easy. Just follow the steps defined in the agreement.

1. Perhaps one party is late to notify that he wants to cancel, or doesn't follow the rules of cancellation.

The seller can exercise his right to enforce the obligation. You can sue all you want, but if you don't follow the terms of the agreement YOU accepted, then your obligation stands, subject perhaps to coming to an arrangement, perhaps involving payment of some compensation to get the supplier to release you from your obligation.

But unilaterally stopping a credit card charge is not the answer. Your obligation will continue, even if you block the card.

2. Perhaps the first party does everything required to cancel right and the second party STILL takes the money and refuses to pay him back.

At that point, if you can prove the situation (which means you have to provide copies of TIMELY receipted notices of cancellation - which is why you ought to be cancelling through the ticket system - and exchanges of correspondence where they are refusing your request) the credit card company will reverse the payment.

If the credit card company won't. It will probably be because you had not provided enough proof - the likely situation is that if you couldn't prove it to the credit card company, you probably couldn't prove it in small claims court either.

[fredsmith]

I'm moving homes and canceled my service with Acanac on June 5. Have emailed them a few times to refund me as they have charged my CC of an amount of $506. They responded each time that the refund process is in place. It's June 17 and my CC still shows the $506 owing.

I had 3web service for 3 years and never had an issue with billing, only customer service. This tells you I have patience and anyone that had 3web can tell you their customer service is by far one of the worst. Having said that, I don't know if I have the patience anymore to see a balance due for something that shouldn't be there in the first place.

Edit:
I should add this. The day I wanted them to stop my service, they were extremely prompt. If I remember correctly, as soon as the cancellation date rolled in, within an hour or two, my service was stopped. Whether it's automation or manual, they're very efficient in this regard. Now if they can put 10 times that much effort into their billing service....

I'm confused by your story;

You said you cancelled and that they also charged you. Were you late to cancel? What was your renewal date? You said you cancelled on June 5 . . . was your original order and invoice date BEFORE or AFTER June 5 2008?

I ask because they charge on the renewal date. As well, cancellations are effected on the anniversary date - did they deral wit your cancellation as a special case because you were moving?

If you still had a month (or whatever) left on the term your service should have remained. But then they would not have charged you, so I suspect that iyou were close to (quite possibly AT) te last day of service.

Ever hear of planning ahead?.

if you were late, then from what you've said have agreed and terminated your account immediately . . . but there's only 12 days between the 5th and the 17th.

Note that credits are NOT processed immediately, either by Acanac or by credit card companies. Waiting 2-4 weeks is typical.

Your credit card company will tell you that if the credit doesn't show up after 4 weeks, then you should contact them.

Patience (and an understanding of how things work) is a virtue.

[Imelda_Acanac]

Reply from management on advance email notification reminder
http://www.redflagdeals.com/forums/showpost.php?p=8927049&postcount=30

Copy of email reply from Paul Louro, President:
_______________________________________
"We did try it about 4-5 years ago. It caused more issues than it resolved.
The first problem was that over 60% of the client base are using a different
email address at the renewal date from the one they signed up with. The
ones that did have an active email tried to bargain for the same promo
once again. Finally we are not Rogers. We don't auto renew a contract.
We simply auto charge for the next term. They are never locked in. If
they failed to notify us before the renewal date they simply can request
cancellation. They would be charged for the month of use and returned the rest.

We don't hide the fact that the promo is only for the first year.
We don't hide in the fine print. It's right on the sales page
http://acanac.ca/more-info.htm
http://acanac.ca/DSL.html

What I will do make these facts available on more pages on the Acanac site.
I have already mentioned multiple times on the Acanac forums and you can
do the same on Redflagdeals."
_______________________________________
The first year after the initial 30 days, it is locked in till the end
of the term unless due to technical problems cancelation and refund
on a case by case basis. But on the 2nd year, terms can be
changed or canceled any time with a refund of remaining months.

Imelda O. Suzara
Acanac Rep


Depending on what type of contract, and whose side you are on,
auto renewal of contracts may be seen as a good idea or not.
Employment and business contracts are often auto renewed
and seen favourably by both parties, employer/employee and
business/business associate depending on performance and
profit. However, when it comes to goods/services, some consumers
dislike autorenewal or long-term contracts, preferring to go along
with their whim and market value and competition, but businesses
try to lock consumers into long-term contracts and autorenewals
to beat competitors out of price wars and to protect closing the deal.
Acanac customers who are happy with the service and speeds will
go along with autorenewal but those who were dissatisfied with it
will cancel ahead of their renewal date, sometimes even within the
initial 30 day money back guarantee to get a refund. Those who fall
in between forget this part and are upset when autorenewed at the
regular prices instead of the discounted promo first year price.

Imelda O. Suzara
Acanac Rep

[slgta]

That's good to know.
So, if we missed the cancellation date, we can still get our money back (minus the one month of service) if we still want to cancel.

Reply from management on advance email notification reminder
http://www.redflagdeals.com/forums/showpost.php?p=8927049&postcount=30

Copy of email reply from Paul Louro, President:
_______________________________________
"We did try it about 4-5 years ago. It caused more issues than it resolved.
The first problem was that over 60% of the client base is using a different
email address at the renewal date from the one they signed up with. The
ones that did have an active email tried to bargain for the same promo
once again. Finally we are not Rogers. We don't auto renew a contract.
We simply auto charge for the next term. They are never locked in. If
they failed to notify us before the renewal date they simply can request
cancellation. They would be charged for the month of use and returned the rest.

We don't hide the fact that the promo is only for the first year.
We don't hide in the fine print. It's right on the sales page
http://acanac.ca/more-info.htm
http://acanac.ca/DSL.html

What I will do make these facts available on more pages on the Acanac site.
I have already mentioned multiple times on the Acanac forums and you can
do the same on Redflagdeals."
_______________________________________

Imelda O. Suzara
Acanac Rep

[drey]

I'm confused by your story;

You said you cancelled and that they also charged you. Were you late to cancel? What was your renewal date? You said you cancelled on June 5 . . . was your original order and invoice date BEFORE or AFTER June 5 2008?

I ask because they charge on the renewal date. As well, cancellations are effected on the anniversary date - did they deral wit your cancellation as a special case because you were moving?

If you still had a month (or whatever) left on the term your service should have remained. But then they would not have charged you, so I suspect that iyou were close to (quite possibly AT) te last day of service.

Ever hear of planning ahead?.

if you were late, then from what you've said have agreed and terminated your account immediately . . . but there's only 12 days between the 5th and the 17th.

Note that credits are NOT processed immediately, either by Acanac or by credit card companies. Waiting 2-4 weeks is typical.

Your credit card company will tell you that if the credit doesn't show up after 4 weeks, then you should contact them.

Patience (and an understanding of how things work) is a virtue.

Don't assume, I canceled before the renewal date.
Secondly, whether or not something is canceled before or prior, the company is responsible for the words spoken to the customer.

I do have patience, but when a company tells you things are processed once, twice, three times... someone is lying to me. I don't care about obligations but state facts to your customers. When someone tells me something is being done and then changed the status to closed 3 times, something is not right. They provided me a time frame that I would be credited in a weeks time. If that ain't true, don't put your company in a position where they can't support what is stated.
Obviously their billing department manager hasn't managed their team well. Most companies and organizations have time frames when things should be done. If there are policies in place, then their reps don't seem to be aware of them. If the policy states that it takes 3-4 weeks to process a refund, then tell your customer the policy and nothing else.

[fredsmith]

That's good to know.
So, if we missed the cancellation date, we can still get our money back (minus the one month of service) if we still want to cancel.

Interesting - because I'd have to pick through thousands of posts, But I am absolutely certain that Imelda clearly detailed that renewals are commitments for the entire year and that the only opportunity points for cancellation were the first 30 days and at the renewal points thereafter.

I clearly recall this because it was a correction to one of *my* posts where I had said that it was my understanding that you could cancel and simply pay for the amount/period used . . .

Maybe I'll go post-hunting . . .

Note that the month would be charged at the 'single month rate', by the way.

[sansub]

With all these "I called x times to cancel and yet charged and have to wait for weeks to get my money back" posts, I feel I made a wrong recommendation to my cousin. With the direct response we get from acanac here and in DSLReports, it seems they want to improve. I hope they fix this customer service nightmares as soon as possible.

>> Imelda wrote: give your reason for cancellation

I hope you are asking the reason to improve your service, not to make a decision on cancellation from your end based on the reason.

I decided to stay away from acanac and decided to give velcom a try when my current billing cycle ends.

[mystery]

Just in case any of you missed this important thread, here's a link:

http://www.redflagdeals.com/forums/showthread.php?t=705594&page=1

[Imelda_Acanac]

It would be best for everyone concerned about Acanac's
policies to refer to the User Agreement and website for
information http://acanac.ca/User-Agreement.html . Even
staff has to do so when explaining to customers.
Under Billing and and 30 Day Money Back in the User
Agreement, there is more information on this.

Imelda O. Suzara
Acanac Rep

Interesting - because I'd have to pick through thousands of posts, But I am absolutely certain that Imelda clearly detailed that renewals are commitments for the entire year and that the only opportunity points for cancellation were the first 30 days and at the renewal points thereafter.

I clearly recall this because it was a correction to one of *my* posts where I had said that it was my understanding that you could cancel and simply pay for the amount/period used . . .

Maybe I'll go post-hunting . . .

Note that the month would be charged at the 'single month rate', by the way.

[Imelda_Acanac]

If you need a follow up, please pm me your name
and number so I can check the status of your
request.

Imelda O. Suzara
Acanac Rep

I'm moving homes and canceled my service with Acanac on June 5. Have emailed them a few times to refund me as they have charged my CC of an amount of $506. They responded each time that the refund process is in place. It's June 17 and my CC still shows the $506 owing.

I had 3web service for 3 years and never had an issue with billing, only customer service. This tells you I have patience and anyone that had 3web can tell you their customer service is by far one of the worst. Having said that, I don't know if I have the patience anymore to see a balance due for something that shouldn't be there in the first place.

Edit:
I should add this. The day I wanted them to stop my service, they were extremely prompt. If I remember correctly, as soon as the cancellation date rolled in, within an hour or two, my service was stopped. Whether it's automation or manual, they're very efficient in this regard. Now if they can put 10 times that much effort into their billing service....

[The Analog Kid]

This Acanac good customer service is nothing but a load of propaganda.
What a big dissappointment first impression!
Got my order confirmed and credit card charged on June 5th. Come June 12th, nothing! No DSL. June 18th (9 business days later) nothing! Called them up and was told phone number was reject...Activation date is now June 24th.
Yes, that's going to be 23 (Twenty Three) business days later. Well, let's see.

If I hadn't called, I do not believe they'll ever bother to activate the service. Acanac, how about being a little bit more PROACTIVE !!!

Bell Sympatico was not so bad after-all.

==== End of Rant ===

[babynorth]

This Acanac good customer service is nothing but a load of propaganda.
What a big dissappointment first impression!
Got my order confirmed and credit card charged on June 5th. Come June 12th, nothing! No DSL. June 18th (9 business days later) nothing! Called them up and was told phone number was reject...Activation date is now June 24th.
Yes, that's going to be 23 (Twenty Three) business days later. Well, let's see.

If I hadn't called, I do not believe they'll ever bother to activate the service. Acanac, how about being a little bit more PROACTIVE !!!

Bell Sympatico was not so bad after-all.

==== End of Rant ===

I'm sorry you got shafted and I too believe its propaganda and hype.

I'm still with bell symaptico and contemplated moving my service to Acanac but everytime I read a story similiar to yours I cringe.

I don't know why there is a Acanac rep doing here in Redflags forum helping out. IMHO, If there service was top notch, they have no business here, except for damage control. Would it be good to have Bell rep, Rogers rep, and others representing corporations in Redflag forums. I haven't seen one and if they exist please point them out for me. I guess this is called good customer service but I'm scared to jump on the Acanac wagon and sign up.

Anyhow, I hope this Acanac rep can assist you quickly.

[Imelda_Acanac]

If you pm me your name and number, I can
keep you informed about the status of your activation.

Imelda O. Suzara
Acanac Rep

This Acanac good customer service is nothing but a load of propaganda.
What a big dissappointment first impression!
Got my order confirmed and credit card charged on June 5th. Come June 12th, nothing! No DSL. June 18th (9 business days later) nothing! Called them up and was told phone number was reject...Activation date is now June 24th.
Yes, that's going to be 23 (Twenty Three) business days later. Well, let's see.

If I hadn't called, I do not believe they'll ever bother to activate the service. Acanac, how about being a little bit more PROACTIVE !!!

Bell Sympatico was not so bad after-all.

==== End of Rant ===

[fredsmith]

This Acanac good customer service is nothing but a load of propaganda.
What a big dissappointment first impression!
Got my order confirmed and credit card charged on June 5th. Come June 12th, nothing! No DSL. June 18th (9 business days later) nothing! Called them up and was told phone number was reject...Activation date is now June 24th.
Yes, that's going to be 23 (Twenty Three) business days later. Well, let's see.

If I hadn't called, I do not believe they'll ever bother to activate the service. Acanac, how about being a little bit more PROACTIVE !!!

Bell Sympatico was not so bad after-all.

==== End of Rant ===

I have sympathy for your tale, but you have to realise that sticking to the facts is important. I seem to recall that Acanac quotes up to 9 business days for a normal connection without issues. At this point your service isn't going to be much later than that.

First of all, it happens . . . so be it. They may have dropped the ball (did the same thing with my sister - charged the card and placed the order, but didn't follow through to tell her that there was no service for her area and wouldn't be for a month. They DID credit her back and she reordered when service became available).

But that IS an area they have to get better with. Perhaps they should just take a credit authorisation with your order and only actually charge the card when Bell confirms the installation date.

For the record, your credit card was charged (not you), by your text on the 5th. You would be charged when your statement arrives.

Now you say that it will active on the 24th. But sorry, not only is that not 23 BUSINESS days, that isn't even 23 REGULAR days.

For the record, that is 19 regular days and TWELVE business days.

[fredsmith]

I'm sorry you got shafted and I too believe its propaganda and hype.

I'm still with bell symaptico and contemplated moving my service to Acanac but everytime I read a story similiar to yours I cringe.

I don't know why there is a Acanac rep doing here in Redflags forum helping out. IMHO, If there service was top notch, they have no business here, except for damage control. Would it be good to have Bell rep, Rogers rep, and others representing corporations in Redflag forums. I haven't seen one and if they exist please point them out for me. I guess this is called good customer service but I'm scared to jump on the Acanac wagon and sign up.

Anyhow, I hope this Acanac rep can assist you quickly.

Shafted would have been that they took his order and refused to deliver.

The reality is that he is a victim of a clerical ball-dropping. It might not even be Acanac's fault!! The rep didn't say it, but it could possibly be that as Acanac's field contractor, Bell might not have told Acanac about the rejection (just hypothesizing). Acanac could have simply been under the impression that the order was placed and the line was delivered - they do not call the clients to see if they have plugged in their modems, after all. They all operate under the 'no news is good news' principle.

In compensation, I am certain that if he asks, Acanac will adjust his renewal date to reflect his start date.

I used to be in customer service. Some people who 'do it to themselves' get extremely nasty, for whatever reason. It is NOT the best way to gain favour and motivate the party at the other end of the line.

Realise that what you see here represents the very smallest proportion of their clients - that of the 'vocal minority'. When I was in the CS business we called those people the 'SDs'.

While many complaints are valid, few are truly objective and (without pointing any fingers) some of those are people who would embellish their complaints for effect. For example, realise that Acanac only charges clients on their anniversary dates - and if one has cancelled in advance and their file updated Acanac will not charge them. Go through the thread and check it yourself.

If the party waits to the renewal date it will be too late to stop the charge and the cancellation will likely take a few weeks to show up on the credit card statement once you get through. Several of the complaints were just that - the person is upset that he was charged, but it turns out that he cancelled AFTER his anniversary date.

And the assumption that the service date is the renewal date is false. It has been discussed here ad-nauseum, but more importantly, is an obvious date if you just look at the invoice Acanac sent out. The anniversary date is one year after the original invoice date - and you'd have to cancel BEFORE that date.

I have yet to see someone complain about being charged who got an acknowledged cancellation made in advance of his renewal date - if his service was cancelled, yet he was charged, I strongly believe that we will discover that he never got the acknowledgement or that the charge was made before the service was cancelled - because the computer system that allows his user-ID access draws it's information from the same database that their billing software does.

Much of what I've seen here and responded to was based on individuals using hyperbole (see my previous reply to the person who authored the message you replied to).

I've been a client of Acanac's for a few years now and I don't regret the move.

There was a period where I was suffering disconnections, but it was a combination of a bad cable pair from Bell and my modem being provisioned for 5 megs, when the line couldn't handle it. Bell changed the pair and my line is now provisioned for 4 megs.

And THAT is another issue; People who complain that 'they don't get 5 megs'.

Don't blame Acanac for that. Bell controls the front end data rates. If your line CAN handle 5 megs and you are provisioned for less, then it is Bell who has done this, NOT Acanac. Acanac always orders a 5 meg connection. Contact Acanac and ask if they can help. Getting huffy here does little (if any) good.

Also realise that 5 megs does not mean a speedtest of 5 megs, but rather, under ideal conditions, about 4.2.

However the laws of physics are immutable. If your line can't reliably handle the speed you have four options;

0. Verify that the problem isn't due to your modem.
1. Suffer disconnections
2. Lower the speed
3. Move to a new place where you can reliably operate at 5 megs

However to suggest that somehow Acanac shafted the author of the post would be inappropriate.

[poppa]

As with any company dealing with their public image (perception), it's important to maintain a positive one. With various people scattered across different site, it's obvious that Acanac has some organizational (including communication) issues.

Whatever the reason maybe, at least they are here on RFD, BBR, or elsewhere.

[Indijones]

I sometimes think of switching from Rogers to Acanac but hearing these kind of customer service complaints pulls me back and wonder if I really should give my credit card number to them.

This Acanac good customer service is nothing but a load of propaganda.
What a big dissappointment first impression!
Got my order confirmed and credit card charged on June 5th. Come June 12th, nothing! No DSL. June 18th (9 business days later) nothing! Called them up and was told phone number was reject...Activation date is now June 24th.
Yes, that's going to be 23 (Twenty Three) business days later. Well, let's see.

If I hadn't called, I do not believe they'll ever bother to activate the service. Acanac, how about being a little bit more PROACTIVE !!!

Bell Sympatico was not so bad after-all.

==== End of Rant ===

[Tendon]

Have any of the people complaining ever dealt with Bell?? To cancel or change anything, you need to talk to them at least three times to tell them the same thing. They will assure you everything is fixed this time. It rarely is.
At Acanac, you can get a (up to) 5 meg connection for $20/mth (for one year). Just be sure to read their cancellation policies (so that you don't end up complaining when you miss the cancellation date that was explicitly spelled out). And if your connection is not available on the specified day, be proactive and call/email them.
I have been with Acanac since last September. I got my modem within about a week of ordering and had my internet online about 2 days after that. I have had 3 periods of downtime since then. One was for about 5 hrs and the others were about 1 hr each. Other than that, it has been smooth sailing with great speeds. I had some initial problems changing my home network from recognizing cable to dsl, but some other great Acanac users (in the Acanac forums) willingly helped me out to solve my problems. And as fredsmith posted, I believe those that have run into problems are in the vocal minority.
How many other ISP's allow you to refer clients to get a free month per referral and then free as long as you are with Acanac after 10 referrals?
I have nothing but good things to say about them. This has been an unpaid public service announcement, but I wish it was a paid one.

[Imelda_Acanac]

Acanac accepts other methods of payment: money order and
certified cheque mailed to head office or cash at the store.

Imelda O. Suzara
Acanac Rep

I sometimes think of switching from Rogers to Acanac but hearing these kind of customer service complaints pulls me back and wonder if I really should give my credit card number to them.

[RFDkit]

I do not have any dissatisfaction with Acanac. Since I signed up in January this year, The modem disconnecting issue started 3-4 weeks after. I called tech support twice and each time I didn't have any problem getting someone to help me. The tech support person spent about an hour with me on the phone to try to find the problem. Even though he couldn't come up with a solution, I did appreciate the help. I finally decided to buy a modem and the problem was fixed. I communicated with them that I was returning the modem and expected a refund. I received an email the same day saying they would issue a refund after receiving the modem. I received another email the next day saying they have received the modem and I will get my refund. I checked my CC statement and the refund was issued the same day.

[dgege]

It finally happened, I just got my 10th referral baby, free Internet for life!

[Imelda_Acanac]

There are other threads in RFD on Bell, Rogers, Teksavvy
found through typing their names in the Search, but most
forums are joined by other members who give free advice,
not by companies reps. Acanac assigned a rep here to help
customers who complain publicly and need help.

Threads on other ISPs in RFD:
Rogers http://www.redflagdeals.com/forums/showthread.php?t=747385&highlight=rogers+internet&page=8
Bell http://www.redflagdeals.com/forums/showthread.php?t=748172&highlight=Bell+internet&page=4
Teksavvy http://www.redflagdeals.com/forums/showthread.php?t=526728&highlight=Bell+internet&page=55

This thread is one of the biggest for Acanac
http://www.redflagdeals.com/forums/showthread.php?t=681458&page=121 .

Imelda O. Suzara
Acanac Rep

I'm sorry you got shafted and I too believe its propaganda and hype.

I'm still with bell symaptico and contemplated moving my service to Acanac but everytime I read a story similiar to yours I cringe.

I don't know why there is a Acanac rep doing here in Redflags forum helping out. IMHO, If there service was top notch, they have no business here, except for damage control. Would it be good to have Bell rep, Rogers rep, and others representing corporations in Redflag forums. I haven't seen one and if they exist please point them out for me. I guess this is called good customer service but I'm scared to jump on the Acanac wagon and sign up.

Anyhow, I hope this Acanac rep can assist you quickly.

[nightwalker]

to be honest, I don't mind a Acanac Rep here at all and welcome other companies over here as well.

Imelda was able to get my profile up to 5meg without much hassle...awesome! :D

to be fair, Teksavvy also has rep over at dslreports.com

[sansub]

to be honest, I don't mind a Acanac Rep here at all and welcome other companies over here as well.

Imelda was able to get my profile up to 5meg without much hassle...awesome! :D

to be fair, Teksavvy also has rep over at dslreports.com

It is always good to have a company rep. responding to your inquiries in a public domain. This will help net savvy customers to have a confident on a company.

Here is an update from me for my cousin's line:

1. The connection was up and running within 2-4 days (don't know exactly when since they didn't monitor it) even though he didn't have any DSL connection prior to this (earlier he was Rogers customer). Kudos to Acanac.
2. Currently the Modem says Data connection is 4MB only. I hope that is not profile setting. He is ~3KM from the CO.
3. Frequent disconnect. Most probably bell's line problem or Modem issue (TPLink 8816). Last saturday evening was worst. I had to wait for about half an hour to get a stable connection to get information from the modem (disconnected within seconds after connecting).

I tried to call acanac in the weekend and found out that their tech support is not available in the weekends. It is good that they are available until 12am in the week days. Might have to visit him again in the weekdays to fix the problems.

[fredsmith]

It is always good to have a company rep. responding to your inquiries in a public domain. This will help net savvy customers to have a confident on a company.

Here is an update from me for my cousin's line:

1. The connection was up and running within 2-4 days (don't know exactly when since they didn't monitor it) even though he didn't have any DSL connection prior to this (earlier he was Rogers customer). Kudos to Acanac.
2. Currently the Modem says Data connection is 4MB only. I hope that is not profile setting. He is ~3KM from the CO.
3. Frequent disconnect. Most probably bell's line problem or Modem issue (TPLink 8816). Last saturday evening was worst. I had to wait for about half an hour to get a stable connection to get information from the modem (disconnected within seconds after connecting).

I tried to call acanac in the weekend and found out that their tech support is not available in the weekends. It is good that they are available until 12am in the week days. Might have to visit him again in the weekdays to fix the problems.

Realise that Acanac doesn't set the profile. They place the order for 5 megs and then Bell does what it has to.

If he is at 4 megs, then likely the line is marginal for 5 (and possibly the modem is a bit less sensitive, making it marginal at 4 megs).

The solution with be one, the other or both of reducing the line rate to 3 megs and/or replacing the modem.

I suspect it is a line issue.

If you open a ticket on the week-end they will at least look at it.

[sansub]

>> If he is at 4 megs, then likely the line is marginal for 5 (and possibly the modem is a bit less sensitive, making it marginal at 4 megs).

That would be really bad for him since the speed test consistently reported ~3MB download speed. That is only 60% of the reported download speed.

>> The solution with be one, the other or both of reducing the line rate to 3 megs and/or replacing the modem.

I think he can live with replacing the modem even if it costs extra 50$, but reducing the rate to 3MB and getting around 2-2.5MB actual speed will not be acceptable to many.. let us see how it goes.. None of his family members are tech savvy so I have to go to their home and call the support. Will be doing it some time this week. Will update you guys on customer support quality.

[Imelda_Acanac]

The community forum has customers using other
modems with Acanac such as the TP Link 8816
http://community.acanac.com/acanac/viewtopic.php?f=9&t=6863&start=0&st=0&sk=t&sd=a&hilit=tp+link+8816+modem . If the home
setup has other equipment such as a router, the modem
may have to be on 'bridge' mode instead because of
the frequent disconnections.

To get 4M at 3Km away from the CO is actually
good and there's probably a remote booster. The
maximum distance apart allowed is 6Km away.

If your cousin wants to email me imeldas@acanac.com
for a follow up on his connection, please give my email.

Thank you for helping him connect.

Imelda O. Suzara
Acanac Rep


It is always good to have a company rep. responding to your inquiries in a public domain. This will help net savvy customers to have a confident on a company.

Here is an update from me for my cousin's line:

1. The connection was up and running within 2-4 days (don't know exactly when since they didn't monitor it) even though he didn't have any DSL connection prior to this (earlier he was Rogers customer). Kudos to Acanac.
2. Currently the Modem says Data connection is 4MB only. I hope that is not profile setting. He is ~3KM from the CO.
3. Frequent disconnect. Most probably bell's line problem or Modem issue (TPLink 8816). Last saturday evening was worst. I had to wait for about half an hour to get a stable connection to get information from the modem (disconnected within seconds after connecting).

I tried to call acanac in the weekend and found out that their tech support is not available in the weekends. It is good that they are available until 12am in the week days. Might have to visit him again in the weekdays to fix the problems.

[sansub]

Imelda, Thanks for the response. I will check the community forum.

[bozotheclown]

My term is up in August and Acanac is not budging from its regular price of service and forcing me into another 12 month term which I doubt I will take. What do I need to do to cancel my services (and should I contact the credit card company to make sure they don't charge me cause I heard horror stories).

Also, does anyone have a good ISP for a reasonable price?

Let me know... thanks in advance

[fredsmith]

My term is up in August and Acanac is not budging from its regular price of service and forcing me into another 12 month term which I doubt I will take. What do I need to do to cancel my services (and should I contact the credit card company to make sure they don't charge me cause I heard horror stories).

Also, does anyone have a good ISP for a reasonable price?

Let me know... thanks in advance

Read through this thread . . .

The regular Acanac pricing is extremely reasonable, though you can do a few pennies better and not have to pay up front with some of the others. Note that 'the others' often charge a setup fee and that none of them is tax included like Acanac is.

You saved a lot of money during the promotional period. Why not pay the 50 cents a month and just stay where you are?

As to cancelling; If you decide to cancel, simply open a billing ticket about 30 days in advance. Make sure you get your acknowledgement e-mail. Then (and only then), if they still charge you, you will have recourse.

Arbitrarily blocking the charge is not technically legal. You have to put the paperwork in place and act only if they then violate the cancellation.

Don't wait for the last day - 30 days in advance is probably best (noting that your anniversary date is the one on the invoice you received).

[bozotheclown]

Quote:
Originally Posted by bozotheclown View Post
My term is up in August and Acanac is not budging from its regular price of service and forcing me into another 12 month term which I doubt I will take. What do I need to do to cancel my services (and should I contact the credit card company to make sure they don't charge me cause I heard horror stories).

Also, does anyone have a good ISP for a reasonable price?

Let me know... thanks in advance
Read through this thread . . .

The regular Acanac pricing is extremely reasonable, though you can do a few pennies better and not have to pay up front with some of the others. Note that 'the others' often charge a setup fee and that none of them is tax included like Acanac is.

You saved a lot of money during the promotional period. Why not pay the 50 cents a month and just stay where you are?

As to cancelling; If you decide to cancel, simply open a billing ticket about 30 days in advance. Make sure you get your acknowledgement e-mail. Then (and only then), if they still charge you, you will have recourse.

Arbitrarily blocking the charge is not technically legal. You have to put the paperwork in place and act only if they then violate the cancellation.

Don't wait for the last day - 30 days in advance is probably best (noting that your anniversary date is the one on the invoice you received).

First off, its not an extra $.50, more like $5 less a month and faster service, not being forced into a 12 month contract, no setup fee either. If you got $60 bucks that you dont want, I will take it off your hands:razz:

As for blocking the charge, I will only do that after I cross all my T's and dot my I's when I cancel the service (or I can always get the credit card company to reverse the charges if they do charge me but again, just to avoid a future headache).

You are correct, I saved a lot of money during the promotional period but I am sure that Acanac still made money on me. It doesn't make sense to spend the money I saved on renewing for 12 more months to see it all go away. That is just my opinion.

[mystery]

First off, its not an extra $.50, more like $5 less a month and faster service, not being forced into a 12 month contract, no setup fee either. If you got $60 bucks that you dont want, I will take it off your hands:razz:

As for blocking the charge, I will only do that after I cross all my T's and dot my I's when I cancel the service (or I can always get the credit card company to reverse the charges if they do charge me but again, just to avoid a future headache).

You are correct, I saved a lot of money during the promotional period but I am sure that Acanac still made money on me. It doesn't make sense to spend the money I saved on renewing for 12 more months to see it all go away. That is just my opinion.

+ 1

Teksavvy is only $29.95/month, 200GB limit, + GST only if you don't live in Quebec. (NO CONTRACT PRICE, PAID MONTHLY). There is also no activation fee.

Great service and stability.

http://teksavvy.com/en/resdsl.asp?ID=7&mID=1

I have been with them for several years and I am very happy.

I am tempted to try Acanac out for a year for $19/month but hesitate due to the horror stories about non-existent technical support, and cancellation nightmares.

[sansub]

AFAIK, The following are the only 2 alternative for you (with same speed, reliable connection and tech support)

1. TekSavvy DSL - 30$ + Tax and no activation fee - 5M/800K/200GB cap. Very good customer support. 4$ for MLPPP support (from July 1st)
2. velcom DSL - 30$ + Tax, not sure about activation fee - 5M/800K/ no cap and heard that they do support MLPPP with no additional charge

Both charge on month-to-month basis with no contract.

[25jai]

AFAIK, The following are the only 2 alternative for you (with same speed, reliable connection and tech support)

1. TekSavvy DSL - 30$ + Tax and no activation fee - 5M/800K/200GB cap. Very good customer support. 4$ for MLPPP support (from July 1st)
2. velcom DSL - 30$ + Tax, not sure about activation fee - 5M/800K/ no cap and heard that they do support MLPPP with no additional charge

Both charge on month-to-month basis with no contract.

Velcom only charge activation fee on dry loop ($20). Non dry loop has no activation fee.

[ginfar]

Dear Imelda,

I have been using acanac's free online computer to by pass bells throttling but it seems to disconnect me very frequently and I have to relog. The time is very variable.

Also I am tired of people saying that they are afraid to switch from bell to acanac because they are afraid of having problems. Acanac uses bells line so its not acanac but bell. I just got disconnected from the online computer while writing this email.

Thanks

[Imelda_Acanac]

For speeds up to 5M down/800 up unlimited, MLPPP, extra features

Teksavvy $39.95 plus taxes http://teksavvy.com/en/resdsl.asp?ID=7&mID=1 ;
3 emails; 5m web space
Velcom $29.95 plus taxes http://www.velcom.ca/prices.htm ;
40 emails, 100 mb web space; control panel
Acanac $33.95 (from $18.95 first year) tax included, but prepaid for the year,
or $39.95 month to month http://acanac.ca/DSL-Terms.htm; free MLPPP soon;
free online pc and SSH tunnel on a fiber optic network; own community forum; toolbar;
100 gb storage; 100 emails; feature panel; referral program 1 month free per referral and
by 10th free for life

Other ISPs are compared/contrasted here in Canadianisp http://www.canadianisp.ca/

Imelda O. Suzara
Acanac Rep


AFAIK, The following are the only 2 alternative for you (with same speed, reliable connection and tech support)

1. TekSavvy DSL - 30$ + Tax and no activation fee - 5M/800K/200GB cap. Very good customer support. 4$ for MLPPP support (from July 1st)
2. velcom DSL - 30$ + Tax, not sure about activation fee - 5M/800K/ no cap and heard that they do support MLPPP with no additional charge

Both charge on month-to-month basis with no contract.

[mystery]

For speeds up to 5M down/800 up unlimited, MLPPP, extra features

Teksavvy $39.95 plus taxes http://teksavvy.com/en/resdsl.asp?ID=7&mID=1 ;
3 emails; 5m web space
Velcom $29.95 plus taxes http://www.velcom.ca/prices.htm ;
40 emails, 100 mb web space; control panel
Acanac $33.95 (from $18.95 first year) tax included, but prepaid for the year,
or $39.95 month to month http://acanac.ca/DSL-Terms.htm; free MLPPP soon;
free online pc and SSH tunnel on a fiber optic network; own community forum; toolbar;
100 gb storage; 100 emails; feature panel

Other ISPs are compared/contrasted here in Canadianisp http://www.canadianisp.ca/

Imelda O. Suzara
Acanac Rep

For Teksavvy, that is true, if you need > 200GB per month. I do tons of uploading and downloading and get nowhere near 200GB/month.

$29.95/month for 200GB limit is sufficient for me, and should be sufficient for most users out there.

You also get MLPPP from Teksavvy NOW instead of waiting for a new feature from Acanac or trying to use Acanac's 'Online PC'.

[bozotheclown]

Quote:
Originally Posted by Imelda_Acanac View Post
For speeds up to 5M down/800 up unlimited, MLPPP, extra features

Teksavvy $39.95 plus taxes http://teksavvy.com/en/resdsl.asp?ID=7&mID=1 ;
3 emails; 5m web space
Velcom $29.95 plus taxes http://www.velcom.ca/prices.htm ;
40 emails, 100 mb web space; control panel
Acanac $33.95 (from $18.95 first year) tax included, but prepaid for the year,
or $39.95 month to month http://acanac.ca/DSL-Terms.htm; free MLPPP soon;
free online pc and SSH tunnel on a fiber optic network; own community forum; toolbar;
100 gb storage; 100 emails; feature panel

Other ISPs are compared/contrasted here in Canadianisp http://www.canadianisp.ca/

Imelda O. Suzara
Acanac Rep
For Teksavvy, that is true, if you need > 200GB per month. I do tons of uploading and downloading and get nowhere near 200GB/month.

$29.95/month for 200GB limit is sufficient for me, and should be sufficient for most users out there.

You also get MLPPP from Teksavvy NOW instead of waiting for a new feature from Acanac or trying to use your Online PC.

Excellent info... Looks like i will be switching over from acanac to Teksavvy.....

THanks again for making the decision alot easier

[fredsmith]

For Teksavvy, that is true, if you need > 200GB per month. I do tons of uploading and downloading and get nowhere near 200GB/month.

$29.95/month for 200GB limit is sufficient for me, and should be sufficient for most users out there.

You also get MLPPP from Teksavvy NOW instead of waiting for a new feature from Acanac or trying to use your Online PC.

Yeah, but $29.95/month is $33.80 (or 33.97, depending on province)/month with taxes.

Plus you have the pleasure of paying more for your modem.

You may not be concerned about the cap today, but for 20 cents a month, why not get unlimited?

If, of course you'd like to copmpare apples to apples;

Teksavvy ubcapped is 39.95/month plus tax and Acanac is 39.95 tax incluided - close to 14% less expensive.

Then there's the free month per referral!!

[mystery]

Yeah, but $29.95/month is $33.80 (or 33.97, depending on province)/month with taxes.

Plus you have the pleasure of paying more for your modem.

You may not be concerned about the cap today, but for 20 cents a month, why not get unlimited?

If, of course you'd like to copmpare apples to apples;

Teksavvy ubcapped is 39.95/month plus tax and Acanac is 39.95 tax incluided - close to 14% less expensive.

Then there's the free month per referral!!

1. Unless you live in Quebec, your price is $29.95 + GST = $31.45/month

2. You are not obliged to purchase or rent your modem from Teksavvy, any more than you are to do so with Acanac or other provider

3. Teksavvy has a referral program as well, where you get $1.00 off your monthly price forever for each referral. I made two referrals and am currently paying $30.46/month including taxes.

4. Unlimited bandwidth is useless if you are being throttled without MLPPP support, or if you never approach 200gb upload/download per month, or if your internet is down too many times.

I just checked my last 6 months of usage on Teksavvy and my highest usage month was 65 GB.

[dgege]

1. Unless you live in Quebec, your price is $29.95 + GST = $31.45/month

2. You are not obliged to purchase or rent your modem from Teksavvy, any more than you are to do so with Acanac or other provider

3. Teksavvy has a referral program as well, where you get $1.00 off your monthly price forever for each referral. I made two referrals and am currently paying $30.46/month including taxes.

4. Unlimited bandwidth is useless if you are being throttled without MLPPP support, or if you never approach 200gb upload/download per month, or if your internet is down too many times.

I just checked my last 6 months of usage on Teksavvy and my highest usage month was 65 GB.

I prefer Acanac's referral system instead. 1 referral = 1 month free. 10 referrals = free for life!
That amounts to much more savings than the 1$/month reduction.

[sansub]

>> Unlimited bandwidth is useless if you are being throttled without MLPPP support

mystery, To be fair to acanac, TekSavvy is going to charge 4$ per month for MLPPP from July 1st. So, "to make the bandwidth useful" (according to you), you need to shell out 34$ + tax with teksavvy coming July (I am a customer of Teksavvy btw) for 200GB. The only other ISP that I know of providing free MLPPP support is Valcom.

My only beef with acanac is their 2nd year upfront cost. Yes, customer service might be crap but so are many ISP's.

3web/cybersurf is another isp without any throttling and no cap (as per the users in dslreports) with great speed (supposedly 10MB) for 32+tax but not many great reviews.

[mystery]

>> Unlimited bandwidth is useless if you are being throttled without MLPPP support

mystery, To be fair to acanac, TekSavvy is going to charge 4$ per month for MLPPP from July 1st. So, "to make the bandwidth useful" (according to you), you need to shell out 34$ + tax with teksavvy coming July (I am a customer of Teksavvy btw) for 200GB. The only other ISP that I know of providing free MLPPP support is Valcom.

My only beef with acanac is their 2nd year upfront cost. Yes, customer service might be crap but so are many ISP's.

3web/cybersurf is another isp without any throttling and no cap (as per the users in dslreports) with great speed (supposedly 10MB) for 32+tax but not many great reviews.

My point was what use is UNLIMITED bandwidth if you are throttled and therefore can't make use of it?

I'm not getting unlimited bandwidth with Teksavvy. But yeah, I heard the rumour of a $4.00 MLPPP fee come July 1st, but have not received any communication from Teksavvy regarding this.

If that is so, I will call them up and tell them I am cancelling because of that and go to Velcom. Hopefully they will forego the $4.00 fee as I have been a customer of theirs for several years.

And to be fair to Teksavvy, at least they have MLPPP for free now, and perhaps an extra $4 later--Acanac doesn't even have MLPPP and attempts to sell us that it will be free in the future. Yeah, right.

[dgege]

MLPPP is not the only option. Acanac does offer a tunnel that bypasses the throttling. And that tunnel doesn't require a special router, like MLPPP.

My point was what use is UNLIMITED bandwidth if you are throttled and therefore can't make use of it?

I'm not getting unlimited bandwidth with Teksavvy. But yeah, I heard the rumour of a $4.00 MLPPP fee come July 1st, but have not received any communication from Teksavvy regarding this.

If that is so, I will call them up and tell them I am cancelling because of that and go to Velcom. Hopefully they will forego the $4.00 fee as I have been a customer of theirs for several years.

And to be fair to Teksavvy, at least they have MLPPP for free now, and perhaps an extra $4 later--Acanac doesn't even have MLPPP and attempts to sell us that it will be free in the future. Yeah, right.

[tomtong]

I can never get that tunnel thing work. On the other hand, MLPPP is working on my Linksys router with Acanac. Although it's not very stable, it's good when it works.

[fredsmith]

My point was what use is UNLIMITED bandwidth if you are throttled and therefore can't make use of it?

I'm not getting unlimited bandwidth with Teksavvy. But yeah, I heard the rumour of a $4.00 MLPPP fee come July 1st, but have not received any communication from Teksavvy regarding this.

If that is so, I will call them up and tell them I am cancelling because of that and go to Velcom. Hopefully they will forego the $4.00 fee as I have been a customer of theirs for several years.

And to be fair to Teksavvy, at least they have MLPPP for free now, and perhaps an extra $4 later--Acanac doesn't even have MLPPP and attempts to sell us that it will be free in the future. Yeah, right.

In case you haven't noticed, July 1 is a week away.

They ALL throttle. Actually only Bell throttles, but they throttle EVERYONE. But only between the hours of 2PM and whatever, mind you, so much of the time there's no throttling.

I have MLPPP with Acanac, and their other solutions to throttling are different in that they offer the tunnel (which works for me) and the remote PC as two other solutions that none of the others do.

The reason they are all close in price is because they have fixed costs that limits how low they can go.

I'm here. I've been with Acanac for 3 years and it doesn't bother me to have paid up front - in the end it's all pretty much the same to me anyway. With 10 months to go on my current contract I managed to get my 12th referral. So I won't have to pay for DSL next year. VOIP is another matter.

Acanac works. They answer my e-mails and in the end deal with what I try to say or ask and it all goes on from there. OK, sometimes they don't quite answer my questions - I THINK they have my credit card to charge me for next years' VOIP service - they asked for it and I told them to use the same as last year and to get back to me if they had any issues and so far I've heard nothing . . . it may go dead one day, in which case I get to point to my ticket and make it their problem. But it isn't anything insurmountable.

Feel free to go to Teksavvy, 3web or whatever. But why, if I may ask are you guys PROMOTING the competition in an Acanac thread?

Create another one entitled: 3Web, XXX dollars a month plus tax and work it from there.

Create another for Teksavvy.

You love them so much? Go to that thread and enjoy your mutual admiration society. And please, don't come here and try to convince the others who are probably already Acanac subscribers about just how wonderful you have it over there.

(this is a generic complaint, not aimed at you in particular) Please don't whine and scare people off because YOU didn't read and understand the user agreement.

The grass is ALWAYS greener on the other side of the fence. unless you provide gardening services for the neighbours.

[sansub]

My point was what use is UNLIMITED bandwidth if you are throttled and therefore can't make use of it?

I'm not getting unlimited bandwidth with Teksavvy. But yeah, I heard the rumour of a $4.00 MLPPP fee come July 1st, but have not received any communication from Teksavvy regarding this.

If that is so, I will call them up and tell them I am cancelling because of that and go to Velcom. Hopefully they will forego the $4.00 fee as I have been a customer of theirs for several years.

And to be fair to Teksavvy, at least they have MLPPP for free now, and perhaps an extra $4 later--Acanac doesn't even have MLPPP and attempts to sell us that it will be free in the future. Yeah, right.

Disclaimer: I am not trying to support acanac here or trying to put down teksavvy. I am trying to look at the ISPs with open mind to find a best one for me to settle down.

Having said that,

mystery, as dgege said, acanac provides some kind of tunneling service to bypass throttling. I remember Imelda posting the setup information some where in this thread earlier. Don't know whether it works or not since I haven't tried it with my cousin's line (he is not a bittorrent guy so no need) but at least the option is there.

regarding MLPPP support from TekSavvy, I don't think they sell MLPPP service as one of the service when you sign up, so they don't need to inform you if it is taken out (or atleast formally since it is not in the list). I checked their website and these are the services specified explicitly for 30$ package

5MB DOWN/800K up
200G/mo. Bandwidth
# No Activation fees!
# Includes 3 E-Mail Addresses
# 5M Personal Web Space

Basically they are providing MLPPP support as a curtsy service (I think same goes with velcom). Now they seem to be pulling the plug on free MLPPP service (I don't care anyways since that doesn't affect me).

[sansub]

Feel free to go to Teksavvy, 3web or whatever. But why, if I may ask are you guys PROMOTING the competition in an Acanac thread?

Create another one entitled: 3Web, XXX dollars a month plus tax and work it from there.

Create another for Teksavvy.

You love them so much? Go to that thread and enjoy your mutual admiration society. And please, don't come here and try to convince the others who are probably already Acanac subscribers about just how wonderful you have it over there.

(this is a generic complaint, not aimed at you in particular) Please don't whine and scare people off because YOU didn't read and understand the user agreement.

The grass is ALWAYS greener on the other side of the fence. unless you provide gardening services for the neighbours.

Last time I checked, this thread is not about PROMOTING acanac but a "hot deal" post. As with any other thread in this board, people here talk about pros and cons of this "deal" and compare it with similar one offered by others. If you love so much about acanac, please post a counter point without trying to act like a moderator.

Some one asked about what are the other alternative and others posted few ISPs. I am not sure why it is hurting you so much..

[fredsmith]

Last time I checked, this thread is not about PROMOTING acanac but a "hot deal" post. As with any other thread in this board, people here talk about pros and cons of this "deal" and compare it with similar one offered by others. If you love so much about acanac, please post a counter point without trying to act like a moderator.

I suppose that, based on the title it could be expected. But the reality is that it turned into a qualitative thread.

In any case, perhaps I have come across as something of a moderator - I'll try to tone it down a bit except for the more vocal ones.

[drey]

I suppose that, based on the title it could be expected. But the reality is that it turned into a qualitative thread.

In any case, perhaps I have come across as something of a moderator - I'll try to tone it down a bit except for the more vocal ones.

What is your purpose to respond to so many of us who are unhappy with Acanac's service level?

edit:
obviously you're very happy with your current provider (acanac). You've mentioned this many times, you're actually working towards something (free DSL) but that requires customers to work within the fine lines or Acanac's contract/SLA. This may be a good deal for the 1-year, but the general public is looking for a deal that makes most people happy.
I read one statement you made about acanac's SLA - that they can respond to clients within 9 business days. We all know that's their SLA but when you compare it with the rest of the world in general, that's not what we're looking for. We want a company that cares, that responds to their clients, a company we can trust.

[fredsmith]

What is your purpose to respond to so many of us who are unhappy with Acanac's service level?

edit:
obviously you're very happy with your current provider (acanac). You've mentioned this many times, you're actually working towards something (free DSL) but that requires customers to work within the fine lines or Acanac's contract/SLA. This may be a good deal for the 1-year, but the general public is looking for a deal that makes most people happy.
I read one statement you made about acanac's SLA - that they can respond to clients within 9 business days. We all know that's their SLA but when you compare it with the rest of the world in general, that's not what we're looking for. We want a company that cares, that responds to their clients, a company we can trust.

Hey;

I've been a paying subscriber for 3 years (two of those NOT on the base promotion, thank you), so I've put my money where my mouth is. I could have gone to Teksavvy or 3web or whomever, but stayed HERE. guess why? Because it works.

And over that period I have slowly gathered 12 (not 10) referrals - and just because I have free service from now on doesn't mean I will stop mentioning my experience when there are those who complain.

As to their SLA - it was up to 9 business days to get initially connected. Not 9 business days to respond to inquiries.

No one else does it any faster, because THAT delay is because of Bell.

It is your type of reply that is the reason I make comments . . please get the facts right if you are going to post.

[mystery]

In case you haven't noticed, July 1 is a week away.

They ALL throttle. Actually only Bell throttles, but they throttle EVERYONE. But only between the hours of 2PM and whatever, mind you, so much of the time there's no throttling.



Thanks for reminding me, but I do know what date it is.

And I know that they are all throttled by Bell, and some re-sellers provide work-arounds, one of them being MLPPP.

My main point about comparing Acanac unlimited vs. Teksavvy's 200 GB cap is that MOST PEOPLE DO NOT EVEN APPROACH 200GB IN A MONTH, so why pay whatever extra for unlimited if you don't need it?

And what do you mean much of the time there is no throttling? During prime-time which is a substantial time period, there is throttling.


I have MLPPP with Acanac, and their other solutions to throttling are different in that they offer the tunnel (which works for me) and the remote PC as two other solutions that none of the others do.


Good to hear. I have a friend with Acanac who is trying to get me to switch, but I asked him to try to get that Online PC thing to work to bypass the throttle and he was unable to, the same as one of the other users posting here.

[
I'm here. I've been with Acanac for 3 years and it doesn't bother me to have paid up front - in the end it's all pretty much the same to me anyway. With 10 months to go on my current contract I managed to get my 12th referral. So I won't have to pay for DSL next year. VOIP is another matter.


Good to hear.

Acanac works. They answer my e-mails and in the end deal with what I try to say or ask and it all goes on from there. OK, sometimes they don't quite answer my questions - I THINK they have my credit card to charge me for next years' VOIP service - they asked for it and I told them to use the same as last year and to get back to me if they had any issues and so far I've heard nothing . . . it may go dead one day, in which case I get to point to my ticket and make it their problem. But it isn't anything insurmountable.


For you that may be acceptable, but for others like me who need internet access not only for personal reasons but for work, we need to be able to get LIVE technical support and not wait for a reply to an e-mail that has to be sent via a BACKUP solution if our internet is down.

Feel free to go to Teksavvy, 3web or whatever. But why, if I may ask are you guys PROMOTING the competition in an Acanac thread?

Create another one entitled: 3Web, XXX dollars a month plus tax and work it from there.

Create another for Teksavvy.

You love them so much? Go to that thread and enjoy your mutual admiration society. And please, don't come here and try to convince the others who are probably already Acanac subscribers about just how wonderful you have it over there.


The only one trying to create a 'LOVE-IN' for Acanac here is you and maybe some others who want to get their free DSL 'for life' from Acanac. The last time I checked this is a public form for Good Deals, not for promoting one or the other product/ISP. I responded to someone's request for an alternate ISP provider and Imelda's posting of the price of Teksavvy's unlimited price, and to the individual points raised as a result.


(this is a generic complaint, not aimed at you in particular) Please don't whine and scare people off because YOU didn't read and understand the user agreement.

The grass is ALWAYS greener on the other side of the fence. unless you provide gardening services for the neighbours.

Yes there are people who didn't read their user agreements, but there are also stories out there of people who have attempted to cancel prior to renewal and they were given the run-around.

[drey]

(this is a generic complaint, not aimed at you in particular) Please don't whine and scare people off because YOU didn't read and understand the user agreement.

The grass is ALWAYS greener on the other side of the fence. unless you provide gardening services for the neighbours.

I'm not sure what your purpose is, I really can't figure it out. We all know this is in the hot deals section, but imo, it's a great price with an awful SLA. Whether or not we read the SLA, it's just not as good as it should be comparable amongst all ISP. The general rfd public expects the average or better when it comes to customer service and you've read it many times, this particular one doesn't meet the average.

I'm going to say it which I should have said earlier, your opinions and support for Acanac is bias based on what you like and your experience. There is a general complaint about this particular ISP yet you think your personal opinions and experiences speaks volumes for you to elaborate what you think is best.

If I were you, I would just say that it's not the best customer service but if you're technically sound and can handle the below average customer service, and the price is right, this is the one for you...instead of saying "you didn't read the SLA so it's your fault". We don't want to read the SLA, we expect an overall good ISP...that is what a Hot Deal should be.

If anything this is a warm deal.

I canceled my service a month ahead of time and got confirmation from their customer service right away. However, 3 weeks later I still have a outstanding balance of $503 on my creditcard.

[fredsmith]

Much easier for me to simply number my responses;

1. So, saving 15 bucks a year is worth giving up your uncapped service?

I have no idea how much bandwidth I use. I DO have a VOIP phone and I spend huge amounts of time online with Skype and I do my share of downloading. But if I exceed 200 gigs or not is not an issue because I have no cap. So I don't have to track it.

I suspect we use between 50 and 100 gigs - I suppose Acanac could tell me if I asked. But I don't watch. I don't ask. I just don't care because it doesn't matter.

2. So, throttling is at prime time. Doesn't matter. EVERYONE is throttled. Only Acanac offers three ways around it. Besides. I just leave my downloads running until they complete, so again, I just don't care. Most of the time I don't bother opening putty. I just take what the network gives.

3. I simply click the icon for the online PC in my start menu and it comes up - works fine. Your friend needs a lesson in configuration (I just followed the instructions that were supplied and it worked just fine the first time).

4. If your internet service is required for your work you ought to be considering the fact that it would be tax deductible, further obviating the cost differences. And if the ultimate in reliability is required for your business use, you should not be using a discount provider, but rather one with an SLA, which Acanac does not offer.

5. Love in?

You haven't read everyting I've been writnig then. I call 'em like I see 'em.

I've tossed my share of barbs in Acanac's direction; I've complained to and about Imelda; I've also complained about the auto renewal policy - not that it shouldn't exist, after all the likes of Videotron use it for their overprices services. But I DID strongly suggest that reminders ought to be sent out. They don't HAVE to be, which is why I counsel people to make certain they mark their calendars with the anniversary date of their initial invoice and then cancel (if that's what they want to do) well in advance.

6. I've heard stories about attempts to convince people to renew. However I have yet to hear of anyone who opened a cancellation ticket in advance of their renewal date and who got a confirmation who was charged.

And those who did NOT get confirmations and were charged simply never followed up and then were 'surprised' that they were charged.

Many of the 'surprised' people were those who thought their anniversary date was the date they started using the circuit - but, it is not. It is the date that they created the login account - and THAT was generally the date the order was placed and is the date of the invoice that evetyone gets when they sign up.

I had an issue about a year ago that had me complaining here to get Paul to look into resolving it - it was tough because it was a Bell issue and Bell wasn't willing to step up and resolve it. I was persistant and in the end we got things working properly.


2.

[drey]

Hey;

I've been a paying subscriber for 3 years (two of those NOT on the base promotion, thank you), so I've put my money where my mouth is. I could have gone to Teksavvy or 3web or whomever, but stayed HERE. guess why? Because it works.

And over that period I have slowly gathered 12 (not 10) referrals - and just because I have free service from now on doesn't mean I will stop mentioning my experience when there are those who complain.

As to their SLA - it was up to 9 business days to get initially connected. Not 9 business days to respond to inquiries.

No one else does it any faster, because THAT delay is because of Bell.

It is your type of reply that is the reason I make comments . . please get the facts right if you are going to post.

The average user doesn't need the extra perks that Acanac provides, they want good service matched with good customer service.

I never mentioned anything about referrals. What are you smoking?

No one else does it any faster... how untrue is that. Teksavvy's SLA for getting new customers is 5 days (according to my last email with them).

We're happy you're happy with your ISP but stop pretending that everyone isn't happy.

[fredsmith]

I'm not sure what your purpose is, I really can't figure it out. We all know this is in the hot deals section, but imo, it's a great price with an awful SLA. Whether or not we read the SLA, it's just not as good as it should be comparable amongst all ISP. The general rfd public expects the average or better when it comes to customer service and you've read it many times, this particular one doesn't meet the average.

I'm going to say it which I should have said earlier, your opinions and support for Acanac is bias based on what you like and your experience. There is a general complaint about this particular ISP yet you think your personal opinions and experiences speaks volumes for you to elaborate what you think is best.

If I were you, I would just say that it's not the best customer service but if you're technically sound and can handle the below average customer service, and the price is right, this is the one for you...instead of saying "you didn't read the SLA so it's your fault". We don't want to read the SLA, we expect an overall good ISP...that is what a Hot Deal should be.

If anything this is a warm deal.

I canceled my service a month ahead of time and got confirmation from their customer service right away. However, 3 weeks later I still have a outstanding balance of $503 on my creditcard.

1. There is no SLA. SLA is 'Service Level Agreement'. hese detail the quality of service and the system up-time, response times and the penalties involved if the up time hasn't been met.

You are suggesting we ought to be reading the user agreement.

2. The first year is smoking hot. the second and subsequent years are very competitive for what you get.

3. So, who else in Bell Canada territory will provide uncapped DSL service for a year for les than $19 a month?? The answer is that no one can come close. So, just how is this 'if anything, a warm deal'? It is smoking hot because it is MORE THAN 33% cheaper than anyone else out there for the first year and then it is extremely competitive going forward.

4. That amount suggests you have a dry loop - not tat it means anything. I'm just making an observation. Did the service get terminated on the annivrsary date? I ask because most of what they do is handled by computers. If the service dropped, then you should not have been charged..

You cancelled 'a month ahead of time' and 'three weeks later the charge is still' there. You mean they charged you a month before the end of your term?

Something doesn't make sense with that.

And, if you did cancel and have the confirmation then brought the fact of the charge to their attention, I would have expected that 2-3 weeks later it would no longer be on your statement.

[fredsmith]

The average user doesn't need the extra perks that Acanac provides, they want good service matched with good customer service.

I never mentioned anything about referrals. What are you smoking?

No one else does it any faster... how untrue is that. Teksavvy's SLA for getting new customers is 5 days (according to my last email with them).

We're happy you're happy with your ISP but stop pretending that everyone isn't happy.

If you want good customer service you'll have to pay for it. Not even Bell qualifies as providing good customer service - and THEY do Acanac's field work!!. In my experience, perhaps Videotron has good people, but for what they charge they better.

You didn't mention anything about referrals. I did. Not EVERYTHING I write is a direct rebuttal. That comment was meant to indicate that I wasn't just promoting Acanac to get referrals - if I was, then I'd have reached the magic number a long time ago.

And to answer the question; I don't smoke.

And, no one does it faster. Acanac does most of their clients in 5 days too. They use the same people to do their installs that Teksavvy does. However Acanac does at least make allowances for the fact that sometimes Bell does screw up and they warn you so that if your install is one that gets messed up you won't feel like someone has singled you out.

Do you think that they do Teksavvy's installs first and only THEN do Acanac's? Of course not.

On your last comment;

I am pretending that everyone isn't happy? What are YOU smoking?

I spent 10 years doing customer service. I have a healthy respect for the stories that some clients make up to support their various contentions.

Admittedly, the vast majority of clients are perfectly happy with their product/service. If the supply was that bad the supplier would be long ago out of business.

Acanac provides a very reasonable grade of service at an excellent price. When I had to renew it went smoothly. I DID have a bit of trouble getting them to actually post a couple of my referrals, but since I was 'over the top' any way, it didn't matter - and once I pointed it out, the problem was solved.

In my experience a client will say almost ANYTHING to make it seem like the supplier is the villain. We've even seen people attempt to file claims on equipment that's been out of productrion for 5 and more years; People who buy equipment, remove it from the packaging and return something they bought where the warranty had expired - we had serial number INSIDE the case too.

I responded to a couple of complainers a few pages ago who claimed that they had cancelled, but it naturally turned out hat they were late and hadn;t even gotten an acknowledgement in any case, but were really peeved at being charged - in accordance with the user agreement.

Having said that, the vast majority of the people drawn to a thread like this are those with an axe to grind, either real or perceived. I submit to you that most of Acanac's clients are perfectly happy.

[drey]

1. It's everyone's best interest including mine to read what's in the contract, but the fact is we don't want to read all the fine print/contract details/etc.

3. To answer your question, no other ISP has a better deal than Acanac regarding price, but then I ask you who's customer service is better than Acanac's so far.... there are a number of them that are better. Cheaper doesn't mean better.
This is an ISP that you're stuck with for 12 months (if you take the annual contract). Quality is a huge factor when looking for a 'deal'.
We've seen those Belkin routers for $15-20 but no one buys them. Rather we spend an extra $20 for a dlink or linksys. Cheaper doesn't necessarily mean hot deal.

4. Yes, I had dry loop. I canceled a month ahead of time, got the confirmation from them. Within a couple hours on the renewal date (my service cancellation date), my connection was severe but I was still billed the next day.
Three weeks from the date of termination - which is today, I still have an outstanding balance.

I too expected that 3 weeks later I would have been refunded...but the fact is I haven't been.

[fredsmith]

1. It's everyone's best interest including mine to read what's in the contract, but the fact is we don't want to read all the fine print/contract details/etc.

3. To answer your question, no other ISP has a better deal than Acanac regarding price, but then I ask you who's customer service is better than Acanac's so far.... there are a number of them that are better. Cheaper doesn't mean better.
This is an ISP that you're stuck with for 12 months (if you take the annual contract). Quality is a huge factor when looking for a 'deal'.
We've seen those Belkin routers for $15-20 but no one buys them. Rather we spend an extra $20 for a dlink or linksys. Cheaper doesn't necessarily mean hot deal.

4. Yes, I had dry loop. I canceled a month ahead of time, got the confirmation from them. Within a couple hours on the renewal date (my service cancellation date), my connection was severe but I was still billed the next day.
Three weeks from the date of termination - which is today, I still have an outstanding balance.

I too expected that 3 weeks later I would have been refunded...but the fact is I haven't been.

Well written.

I have only two observations;

1. You aren't locked to Acanac for a year. If you don't like it you can cancel within 30 days and get ALL your money back. NO ONE ELSE does that.

2. Your situation doesn't happen often. I will assume you've reopened your cancellation ticket to ask them to reverse the charge?

If your have your confirmation and if it stretches to 4 weeks (note; not 30 days) and you still haven't seen your credit, simply call the card's customer service centre and explain the situation. they'll ask you to fax them a copy of the ack (strangely they don't seem to be able to receive e-mails) and the charge goes away.

It's just that simple.

[drey]

I don't want to argue back and forth, so here's my honest opinion.

As far as individual opinions, no one is 100% right.
As with anything, it's the buyer that needs to make their own decision.
As far as price, nothing beats Acanac
As far as customer service, this is for the public to decide. Some people are happy and others were expecting more. It's a difference of expectations.
As far as benefits, sure.. Acanac provides extra perks such as tunneling, SSH, no cap, 100GB storage space, etc.

From my experience, Acanac was decent. I didn't expect much considering the low price. My connection was on and off, the speed hovered around 1.5-2mbps. It's mainly for me to check emails and surf online and check Tsn.ca. Even trying to watch highlights on Tsn.ca, it couldn't download the highlights quick enough so I had to watch it buffer every 30 seconds.
For what it's worth, it was ok.
But when it came to canceling and getting my refund back...it's kinda ruined the whole deal. $228 was worth it, but now I have $503 outstanding even though I canceled a month prior to the renewal date.

[drey]

Well written.

I have only two observations;

1. You aren't locked to Acanac for a year. If you don't like it you can cancel within 30 days and get ALL your money back. NO ONE ELSE does that.

2. Your situation doesn't happen often. I will assume you've reopened your cancellation ticket to ask them to reverse the charge?

If your have your confirmation and if it stretches to 4 weeks (note; not 30 days) and you still haven't seen your credit, simply call the card's customer service centre and explain the situation. they'll ask you to fax them a copy of the ack (strangely they don't seem to be able to receive e-mails) and the charge goes away.

It's just that simple.

I'll be happy when I get my refund and then I'll disappear from this thread :D
I've reopened the ticket 3 times.

[mystery]

I'll be happy when I get my refund and then I'll disappear from this thread :D
I've reopened the ticket 3 times.

and yet another example of cancellation/refund run-around.

[Imelda_Acanac]

I sent you a pm about following up the status
of your cancellation request. If you need help
feel free to pm me your name and number.

Imelda O. Suzara
Acanac Rep

I'll be happy when I get my refund and then I'll disappear from this thread :D
I've reopened the ticket 3 times.

[bozotheclown]

Was wondering if anyone can shed some light. My term is ending and asked for it not to be renewed. I did get a confirmation email that they will not renew it but I am still a little worried (based on other horror stories here about cancellations). Is there anything else I need to do to ensure they wont charge me "accidentally"?

[mystery]

Was wondering if anyone can shed some light. My term is ending and asked for it not to be renewed. I did get a confirmation email that they will not renew it but I am still a little worried (based on other horror stories here about cancellations). Is there anything else I need to do to ensure they wont charge me "accidentally"?

If you got the confirmation e-mail they won't renew, and they do renew, call up your credit card company and give them a copy so they can process a chargeback.

[Imelda_Acanac]

Your cousin emailed me the problems with his new connection
and I forwarded his statistics to Support requesting a 'raise profile'
ticket.

For heavy users:
Tunnel Guide https://community.acanac.com/acanac/viewtopic.php?f=21&t=8491

MLPPP is coming soon for FREE according to Paul Louro, President
https://community.acanac.com/acanac/viewtopic.php?f=22&t=7164&start=90&st=0&sk=t&sd=a .

Imelda O. Suzara
Acanac Rep

Disclaimer: I am not trying to support acanac here or trying to put down teksavvy. I am trying to look at the ISPs with open mind to find a best one for me to settle down.

Having said that,

mystery, as dgege said, acanac provides some kind of tunneling service to bypass throttling. I remember Imelda posting the setup information some where in this thread earlier. Don't know whether it works or not since I haven't tried it with my cousin's line (he is not a bittorrent guy so no need) but at least the option is there.

regarding MLPPP support from TekSavvy, I don't think they sell MLPPP service as one of the service when you sign up, so they don't need to inform you if it is taken out (or atleast formally since it is not in the list). I checked their website and these are the services specified explicitly for 30$ package

5MB DOWN/800K up
200G/mo. Bandwidth
# No Activation fees!
# Includes 3 E-Mail Addresses
# 5M Personal Web Space

Basically they are providing MLPPP support as a curtsy service (I think same goes with velcom). Now they seem to be pulling the plug on free MLPPP service (I don't care anyways since that doesn't affect me).

[bozotheclown]

If you got the confirmation e-mail they won't renew, and they do renew, call up your credit card company and give them a copy so they can process a chargeback.

Cool.. just wanted to make sure I didn't miss the small print....

[bql3001]

Hi, how to know the expire data of my current account? since mine should be end soon.

[Imelda_Acanac]

Customers who cancel before the renewal date
email billing@acanac.com and get an autoreply
with a ticket number. Billing staff will read it and
reply asking for the reason for cancellation. Customer
replies with reason then Billing replies confirmation.
This all goes into the history notes of the ticket
and in Billing, the customer's account gets a 'No' under
the Auto Renew so that the next payment will not be autobilled
at the renewal date, but terminated instead. In Portal, the
customer's profile is disconnected ending the internet connection.
If customer emails after the renewal date, the account is
autobilled to the credit card and it takes a few weeks to refund
the remaining months with one month deducted as per User Agreement
for late cancellations. If it takes months to refund in a few cases,
the customer had maybe used 2 different names, one in Billing
and another in Portal and Ticket and email.

Cancellation and refund problems occur when the customer
emails after the renewal date, sometimes from forgetting or
from thinking that the activation date is the renewal date.
Usually the order date is the renewal date, unless it was
a late activation due to technical issues, then Billing
may change the renewal date to the late activation date instead.
Order date is the date the credit card is processed after signup
and activation can be from 5 to 9 business days after order.

Imelda O. Suzara
Acanac Rep


Was wondering if anyone can shed some light. My term is ending and asked for it not to be renewed. I did get a confirmation email that they will not renew it but I am still a little worried (based on other horror stories here about cancellations). Is there anything else I need to do to ensure they wont charge me "accidentally"?

[fredsmith]

Hi, how to know the expire data of my current account? since mine should be end soon.

Look at the date of the original invoice they sent you when you signed up.

Th EXPIRY of your term is the date before the invoice date.

If your invoice is July 2, you have to cancel BEFORE the end of July 1.

To be safe, cancel the autorenewal a couple of weeks ahead of time.

[weedb0y]

I think its fair, you can email anytime before to cancel in advance. Why not send an email out 7-8th month into the contract and cancel (if needed).

For the price, might as well stick it out. Just because they are offering the service for $19 a month doesn't devalue what they are offering. Its just a promo to get the word out and it is certainly doing a better job than TV ads for $5X/month Rogers Cable Internet ads.

[raj1008]

@Imelda_Acanac
\I signed up in Nov 2007. Service was pretty ok, no major complaints so I renewed for this year too.

But since last thursday I have not had a proper internet service. I keep complaining and they keep opening a ticket for Bell. They say wait 24 hrs, I do and the problem doesnt go away. My connection drops every few mins. Its been a week and it has not been fixed yet. I am just wondering if this is the problems everyone is talking about on the forum?

I am surprised because I havent faced any issues from Acanac in the past year and a half, I would have totally endorsed the service before last week. But this is just frustrating to wait for internet being fixed for over a week. Is there anyway you can help me sort this out? I could pm you the ticket number if you like.

Like I said I have been trying with the Customer service and since its been over a week, I am trying to get this resolved by reaching out to you.

[fredsmith]

@Imelda_Acanac
\I signed up in Nov 2007. Service was pretty ok, no major complaints so I renewed for this year too.

But since last thursday I have not had a proper internet service. I keep complaining and they keep opening a ticket for Bell. They say wait 24 hrs, I do and the problem doesnt go away. My connection drops every few mins. Its been a week and it has not been fixed yet. I am just wondering if this is the problems everyone is talking about on the forum?

I am surprised because I havent faced any issues from Acanac in the past year and a half, I would have totally endorsed the service before last week. But this is just frustrating to wait for internet being fixed for over a week. Is there anyway you can help me sort this out? I could pm you the ticket number if you like.

Like I said I have been trying with the Customer service and since its been over a week, I am trying to get this resolved by reaching out to you.

Unfortunately 'outside plant' issues are Bell's area. Bell supplies and maintains those aspects of the network.

Of course it could also be your equipment too. Have you reset your router and modem?

[raj1008]

well in all fairness since I paid acanac they responsible to keep things running. I shouldnt need to know about your issues with bell.

I have rebooted modem and router, no one as asked me to reset it. They asked me to call in and speak to a csr to test the equipment but he didnt do any tests and said we shall ask bell to look into it.

Like I said its very frustrating to not have internet access for over a week and keep hearing that someone from bell will fix it. And nothing happens.

[mystery]

That's pretty ridiculous. Even if it is Bell holding up the process, it should be Acanac's responsibility to get THEIR customer up and running in a reasonable time.

One whole week without internet? You should at least get a partial refund!

[everylittlecent]

Your cousin emailed me the problems with his new connection
and I forwarded his statistics to Support requesting a 'raise profile'
ticket.

Imelda O. Suzara
Acanac Rep

Imelda or others,
Typically how long does a "raise a profile ticket" take to resolve.

[signup]

well in all fairness since I paid acanac they responsible to keep things running. I shouldnt need to know about your issues with bell.

I have rebooted modem and router, no one as asked me to reset it. They asked me to call in and speak to a csr to test the equipment but he didnt do any tests and said we shall ask bell to look into it.

Like I said its very frustrating to not have internet access for over a week and keep hearing that someone from bell will fix it. And nothing happens.

This is what the forum mention about their crappy CSR. Even I have a good connection and doesn't bother their CSR for help I'm not renewing to their service. Can't imagine if this case happens to me.

[Imelda_Acanac]

Before opening it, it has to be approved by Support,
then after opening one up to 48 hours for a tech
to check the line if it can be raised. Not all lines
are capable based on distance and quality and
Portal has to calibrate and map the changes, and
from the customer's end -- inside wiring and modem,
home network setup with other equipment, etc.
It takes a few days to reach full speeds to match
the profile.

Imelda O. Suzara
Acanac Rep


Imelda or others,
Typically how long does a "raise a profile ticket" take to resolve.

[fredsmith]

well in all fairness since I paid acanac they responsible to keep things running. I shouldnt need to know about your issues with bell.

I have rebooted modem and router, no one as asked me to reset it. They asked me to call in and speak to a csr to test the equipment but he didnt do any tests and said we shall ask bell to look into it.

Like I said its very frustrating to not have internet access for over a week and keep hearing that someone from bell will fix it. And nothing happens.

I understand your frustration, but beyond asking Bell to look into it there is nothing that Acanac (or any other 2nd tier ISP) can do about it.

It isn't as if Acanac could send someone out with a spool of wire and replace the bad cable - or bad DSLAM card or whatever. It is all owned and maintained by Bell.

I suppose that if it runs long (Videotron says that if it is more than 48 hours) you are within reason to ask for a credit.

I suspect that if it runs long Acanac would extend your renewal date if you asked.

But that is about the limit of what they can do. It really is all up to Bell. If Bell gets out of line they can complain to the CRTC, but you'd better be able to prove the complaint.

And no, you don't have to deal with Bell, but we all have to put up with the consequences of depending on them for the 'last mile' services.

They are not motivated to provide good service for their own sibscribers. You think they have a different attitude toward clients of their competition?

[fredsmith]

This is what the forum mention about their crappy CSR. Even I have a good connection and doesn't bother their CSR for help I'm not renewing to their service. Can't imagine if this case happens to me.

As you can tell from my previous post, unless you go to an alternative first tier provider that owns his front end (which would be Rogers Cable in Toronto, Bell Sympaticao, Videotron, Cogeco anda few DTH fibre and WILL companies,) that's just the way it is.

[fredsmith]

That's pretty ridiculous. Even if it is Bell holding up the process, it should be Acanac's responsibility to get THEIR customer up and running in a reasonable time.

Assuming that they did indeed file a report with Bell, What more would you have them do? What more COULD they do?

[raj1008]

I understand your frustration, but beyond asking Bell to look into it there is nothing that Acanac (or any other 2nd tier ISP) can do about it.

It isn't as if Acanac could send someone out with a spool of wire and replace the bad cable - or bad DSLAM card or whatever. It is all owned and maintained by Bell.

I suppose that if it runs long (Videotron says that if it is more than 48 hours) you are within reason to ask for a credit.

I suspect that if it runs long Acanac would extend your renewal date if you asked.

But that is about the limit of what they can do. It really is all up to Bell. If Bell gets out of line they can complain to the CRTC, but you'd better be able to prove the complaint.

And no, you don't have to deal with Bell, but we all have to put up with the consequences of depending on them for the 'last mile' services.

They are not motivated to provide good service for their own sibscribers. You think they have a different attitude toward clients of their competition?

Fred unless you work for Bell or Acanac anything you say doesnt help me solve my problem.All your posts are doing are making this forum longer than it should be. All I am interested is as a paying customer to see my line work.

I would really look forward to see if Imelda_Acanac would help solve this issue. Thanks

[fredsmith]

Fred unless you work for Bell or Acanac anything you say doesnt help me solve my problem.All your posts are doing are making this forum longer than it should be. All I am interested is as a paying customer to see my line work.

I would really look forward to see if Imelda_Acanac would help solve this issue. Thanks

So maybe you'd like Imelda to come over with a spool of wire?

It might not even be a line problem. It could be a modem issue. It could also be a router issue. You might have a bad network cable. None of that stuff is Bell's to deal with.

Look. I know that the feeling of being powerless can be overwhelming. But my suggestion is to contact their support people and slowly and pleasantly ask them what it takes to get things fixed and how long it be at the outside. Then ask for an adjustment to your account to reflect the inconvenience you've been and continue to suffer.

[mystery]

Assuming that they did indeed file a report with Bell, What more would you have them do? What more COULD they do?

It's called escalation and taking ownership of the problem instead of saying a blanket 'It is Bell's problem'.

Maybe you should change your name to fredsmith_Acanac?

Just a thought.

I have never heard of someone being out a WHOLE WEEK.

Some of the things you mentioned could have been trouble-shot with their support (i.e. remove router to eliminate router problem; change network cable, try another modem, etc.)

When I was with 3Web, it was HORRIBLE, and they would always blame Bell this, Bell that....changed to Teksavvy and NO MORE ISSUES.

[mystery]

So maybe you'd like Imelda to come over with a spool of wire?



I think what he wants is to have Imelda escalate this long-standing issue to someone who can actually do something.

If shaming Acanac on a public forum doesn't help, what will?

[sansub]

Your cousin emailed me the problems with his new connection
and I forwarded his statistics to Support requesting a 'raise profile'
ticket.

Imelda O. Suzara
Acanac Rep

Thanks for the speedy action on this issue Imelda. As with the other issues, I suspect that it might be due to faulty filter(s). Got couple of new filters today. Going to try them tonight.

[bozotheclown]

It's called escalation and taking ownership of the problem instead of saying a blanket 'It is Bell's problem'.

Maybe you should change your name to fredsmith_Acanac?

Just a thought.

I have never heard of someone being out a WHOLE WEEK.

Some of the things you mentioned could have been trouble-shot with their support (i.e. remove router to eliminate router problem; change network cable, try another modem, etc.)

When I was with 3Web, it was HORRIBLE, and they would always blame Bell this, Bell that....changed to Teksavvy and NO MORE ISSUES.

I agree with you completely. Acanac is acting as the provider, NOT BELL. It is 100% Acanac's responsibility and passing ownership over to Bell is a cheap dirty tactic.

Being out of service for a whole week is unheard of and I would love to see how Acanac would reimburse their client for this. As for me, reading more and more stories like this makes me feel more comfortable choosing to NOT renew my contract.

[everylittlecent]

@Imelda_Acanac
\I signed up in Nov 2007. Service was pretty ok, no major complaints so I renewed for this year too.

But since last thursday I have not had a proper internet service. I keep complaining and they keep opening a ticket for Bell. They say wait 24 hrs, I do and the problem doesnt go away. My connection drops every few mins. Its been a week and it has not been fixed yet. I am just wondering if this is the problems everyone is talking about on the forum?

I am surprised because I havent faced any issues from Acanac in the past year and a half, I would have totally endorsed the service before last week. But this is just frustrating to wait for internet being fixed for over a week. Is there anyway you can help me sort this out? I could pm you the ticket number if you like.

Like I said I have been trying with the Customer service and since its been over a week, I am trying to get this resolved by reaching out to you.



This is exactly where i stand. Had issues with dropping and raised a ticket with Acanac near the end of may. Bell called me the next day and we spoke and profile was lowered to 1.7M. Bell guy and myself spoke for about 5 mins and when he tested different speeds and at 2M it was still disconnecting and so we set it at 1.7M. everything was hunky dory till Thursday!!

Last Thursday acanac sent a request to change my profile again. why I dont know and I DIDNT request anything !!!. bell went ahead and chnaged it down to 0.5M!!!. I reported it to acanac on Sunday and still waiting for the profile to increase. cant work from home, streaming videos just buffer etc. basically good for light surfing only!!!

someone from Acanac called but was more interested with the internal wiring. didnt want to listen to what i had to say. For close to a decade i was with bell on a 1.3M profile and never had issues and now this.

I am seriously thinking of swiching to Teksavvy eventhough I have 6 more months.

[Imelda_Acanac]

I need your name and number to see the status
of your problem and profile statistics.

Imelda O. Suzara
Acanac Rep

Fred unless you work for Bell or Acanac anything you say doesnt help me solve my problem.All your posts are doing are making this forum longer than it should be. All I am interested is as a paying customer to see my line work.

I would really look forward to see if Imelda_Acanac would help solve this issue. Thanks

[raj1008]

I need your name and number to see the status
of your problem and profile statistics.

Imelda O. Suzara
Acanac Rep

Thanks Imelda I have pm'ed you. Appreciate you trying.

[spong]

I think the issue here is that we are the customer of Acanac, not Bell. We need Acanac to response and resolve the issue and we don't care what is the nature of the problem.

If I call Rogers about my reception of a US channel I never heard them saying that 'It is a US problem'. They know that they are my provider and they have to take care of the issue.

I totally agreed that it is an ownership issue. Acanac owns the problem, not Bell; and just opening a ticket with Bell without following up is not responsible

[signup]

maybe you should change your name to fredsmith_acanac?

Just a thought.



+1
=))

[Imelda_Acanac]

I sent you a pm with an email copy of the update from
Bruce in Support. They are trying to raise your profile speeds
but your modem has to be turned on for them to test it.

Imelda O. Suzara
Acanac Rep

This is exactly where i stand. Had issues with dropping and raised a ticket with Acanac near the end of may. Bell called me the next day and we spoke and profile was lowered to 1.7M. Bell guy and myself spoke for about 5 mins and when he tested different speeds and at 2M it was still disconnecting and so we set it at 1.7M. everything was hunky dory till Thursday!!

Last Thursday acanac sent a request to change my profile again. why I dont know and I DIDNT request anything !!!. bell went ahead and chnaged it down to 0.5M!!!. I reported it to acanac on Sunday and still waiting for the profile to increase. cant work from home, streaming videos just buffer etc. basically good for light surfing only!!!

someone from Acanac called but was more interested with the internal wiring. didnt want to listen to what i had to say. For close to a decade i was with bell on a 1.3M profile and never had issues and now this.

I am seriously thinking of swiching to Teksavvy eventhough I have 6 more months.

[everylittlecent]

I sent you a pm with an email copy of the update from
Bruce in Support. They are trying to raise your profile speeds
but your modem has to be turned on for them to test it.

Imelda O. Suzara
Acanac Rep

Imelda,

Just turned it on and it looks like the profile has been increased to 1.2M. I will leave it on tomorrow incase any "testing" needs to be done but I can tell you that it can safely go up to 1.7M and around 2M the disconnections start. I was with the bell tech 3 weeks ago when we went through the motions.

Thanks again.

[raj1008]

Hi Imelda, I replied your PM yesterday with the details you requested,

Its day 9 and the internet is still messed up. I would really appreciate this being solved ASAP.

[darkprince]

:mad:

This sucks! After 5 days Bell was finally over. I was getting 4.98mbps-6.0mbps (7mbps plan)! I was getting 4.75-5.0mbps when I still had Bell Sympatico Unlimited Plan (discontinued now of course).

Acanac now only gives me at MAX speed of 2.0mbps profile! WTF!?

http://www.speedtest.net/result/504538445.png

[FulltimeIT]

I am moving into a new apartment tomorrow, how much would the dryloop cost me for using Acanac? for if I dont have landline for my phone jack?

[Imelda_Acanac]

For a follow up on your profile and speeds, please
send me a pm with your full name and number.

Imelda O. Suzara
Acanac Rep

:mad:

This sucks! After 5 days Bell was finally over. I was getting 4.98mbps-6.0mbps (7mbps plan)! I was getting 4.75-5.0mbps when I still had Bell Sympatico Unlimited Plan (discontinued now of course).

Acanac now only gives me at MAX speed of 2.0mbps profile! WTF!?

http://www.speedtest.net/result/504538445.png

[Imelda_Acanac]

As long as the apartment already has phone jacks,
dry loop is $8 month or $96 year, plus DSL costs.
If it requires inside wiring or installation of a phone jack,
that costs extra and would require an independent electrician.

Imelda O. Suzara
Acanac Rep

I am moving into a new apartment tomorrow, how much would the dryloop cost me for using Acanac? for if I dont have landline for my phone jack?

[Imelda_Acanac]

Can you reply in detail regarding your home network setup
with equipment and configurations? Your profile and speeds
have changed since 2007 and I just want to update the ticket
notes to be sure about your home network and configurations
which may also be a cause for frequent disconnections.

Imelda O. Suzara
Acanac Rep

Hi Imelda, I replied your PM yesterday with the details you requested,

Its day 9 and the internet is still messed up. I would really appreciate this being solved ASAP.

[gyunei]

I'm moving from BC to Ottawa next month, and staying in a sublet until the end of August so that we can get a feel for the city before buying a place. I've had acanac VOIP for the last couple years, no problems, so was thinking of signing up for the Naked DSL and keeping the VOIP. What's the process/cost for moving if we're only going to be in the sublet for max 2 months? Any recommendations?

[Cataha]

I'm moving from BC to Ottawa next month, and staying in a sublet until the end of August so that we can get a feel for the city before buying a place. I've had acanac VOIP for the last couple years, no problems, so was thinking of signing up for the Naked DSL and keeping the VOIP. What's the process/cost for moving if we're only going to be in the sublet for max 2 months? Any recommendations?

Welcome to Ottawa! (when you get here)

[raj1008]

Can you reply in detail regarding your home network setup
with equipment and configurations? Your profile and speeds
have changed since 2007 and I just want to update the ticket
notes to be sure about your home network and configurations
which may also be a cause for frequent disconnections.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

I have sent you my home configuration by PM.
Just to keep things clear, the PPP lights on the DSL modem go off. This is the modem supplied by Acanac. This happens even if nothing else is connected to the modem, which I have done a few times to check if its working on its own. Also the BELL technician who came last week said something is wrong in the frame and he fixed it. But the problem has remained. I am just wondering how long will this take now. Its been over 10 days and I am really getting frustrated. Hope you can remedy this

[Imelda_Acanac]

I checked Bell Portal this morning and sent you a pm
that you are getting 5M+ speeds. I added it to the
open ticket notes of your account.

Imelda O. Suzara
Acanac Rep

For a follow up on your profile and speeds, please
send me a pm with your full name and number.

Imelda O. Suzara
Acanac Rep

:mad:

This sucks! After 5 days Bell was finally over. I was getting 4.98mbps-6.0mbps (7mbps plan)! I was getting 4.75-5.0mbps when I still had Bell Sympatico Unlimited Plan (discontinued now of course).

Acanac now only gives me at MAX speed of 2.0mbps profile! WTF!?

http://www.speedtest.net/result/504538445.png

[sendtomaz]

Moved to a new house and signed up with Acanac.

Got an email that they could only guarantee 500K speed but I could likely get upgraded to 5M by calling tech support after my service became active. If I didn't like the final result I could get a full refund within 30 days.

Service was 400K when it turned on. Called technical support 4 times over 2 weeks before I got someone that seemed to know what was going on. Good news was that I got a live agent in less than a minute each time so it wasn't too much of a hassle. The last guy opened a ticket with Bell and 2 days later I was at 4.3M.

So far, so good. What a fantastic deal!

[mocha'n'me]

So I switched from Bell to Acanac just over a month ago. I am very pleased. The only problem I had was that for some reason someone in Bell disconnected our service. I called Acanac and within 24 hours someone was there to check out the problem. I was tired of spending at least $40 plus tax each month for limited access. Now I don't have to worry about excessive dl. I would definitely recommend Acanac to friends.

[cutesnoopydoll]

Is the SpeedTouch 516 works with Acanca ISP?

http://www.redflagdeals.com/forums/showthread.php?t=756125

[escapehatch]

I am reluctantly considering the switch back to DSL from Rogers cable. I am reluctant because my sole reason for switching is the savings. Rogers speeds are fantastic (almost 10Mb/s down, 1Mb up) and the service for almost 10 years has been rock solid. I have only had to call them once or twice in that time for support. However, the costs have continued to rise while their services have been cut back.

When I had Sympatico years ago the speeds were poor (500kb/s) which prompted me to switch to cable. I wish I did not have to go through the process of buying a modem, ordering DSL (from Acanac) and testing the speed in parallel to cable to determine if the speeds are acceptable. Is there any other way for performance to be estimated based on my location?

[Imelda_Acanac]

If you pm me your address with postal code,
I can check Bell Portal for service and speeds
available with Acanac.

Imelda O. Suzara
Acanac Rep

I am reluctantly considering the switch back to DSL from Rogers cable. I am reluctant because my sole reason for switching is the savings. Rogers speeds are fantastic (almost 10Mb/s down, 1Mb up) and the service for almost 10 years has been rock solid. I have only had to call them once or twice in that time for support. However, the costs have continued to rise while their services have been cut back.

When I had Sympatico years ago the speeds were poor (500kb/s) which prompted me to switch to cable. I wish I did not have to go through the process of buying a modem, ordering DSL (from Acanac) and testing the speed in parallel to cable to determine if the speeds are acceptable. Is there any other way for performance to be estimated based on my location?

[mystery]

Hi Imelda,

I have sent you my home configuration by PM.
Just to keep things clear, the PPP lights on the DSL modem go off. This is the modem supplied by Acanac. This happens even if nothing else is connected to the modem, which I have done a few times to check if its working on its own. Also the BELL technician who came last week said something is wrong in the frame and he fixed it. But the problem has remained. I am just wondering how long will this take now. Its been over 10 days and I am really getting frustrated. Hope you can remedy this

So did they resolve your issue yet? It's almost two weeks, right?

I guess they don't care about supporting their customers since they have your money for the whole year already. That's why I hate contracts!

[weedb0y]

So did they resolve your issue yet? It's almost two weeks, right?

I guess they don't care about supporting their customers since they have your money for the whole year already. That's why I hate contracts!

To be fair, the guy hasn't posted again, so maybe the issue has been resolved. People like to complain more often on the web than to post their 'rants' of satisfaction.

BTW, I am not a Acanac subscriber, but I like to give benefit of the doubt.

[everylittlecent]

People like to complain more often on the web than to post their 'rants' of satisfaction.

BTW, I am not a Acanac subscriber, but I like to give benefit of the doubt.

in a way its true but I also ranted about my speeds. It has gone up to 1.2M/160k and Imelda is working on it to get it a bit higher. atleast at that speeds no buffering.

[Imelda_Acanac]

Support continues throughout the term by live phone, online
forums, email and web contact forms. Usually the initial
30 days are the most important because of the 30 day
money back guarantee and customers decide if the service
and speeds meet their satisfaction, or if not they can
cancel and get a full refund. If any other problems occur
during the term, support is available throughout the term.

Imelda O. Suzara
Acanac Rep

So did they resolve your issue yet? It's almost two weeks, right?

I guess they don't care about supporting their customers since they have your money for the whole year already. That's why I hate contracts!

[mech9t5]

:mad:

This sucks! After 5 days Bell was finally over. I was getting 4.98mbps-6.0mbps (7mbps plan)! I was getting 4.75-5.0mbps when I still had Bell Sympatico Unlimited Plan (discontinued now of course).

Acanac now only gives me at MAX speed of 2.0mbps profile! WTF!?

http://www.speedtest.net/result/504538445.png


HAHA that's what happened to me and Acanac support told me it was my problem. My computer, my router, my modem, my internal wiring. They ignored the fact that when I was on Bell I was getting good speeds.

[mech9t5]

I am reluctantly considering the switch back to DSL from Rogers cable. I am reluctant because my sole reason for switching is the savings. Rogers speeds are fantastic (almost 10Mb/s down, 1Mb up) and the service for almost 10 years has been rock solid. I have only had to call them once or twice in that time for support. However, the costs have continued to rise while their services have been cut back.

When I had Sympatico years ago the speeds were poor (500kb/s) which prompted me to switch to cable. I wish I did not have to go through the process of buying a modem, ordering DSL (from Acanac) and testing the speed in parallel to cable to determine if the speeds are acceptable. Is there any other way for performance to be estimated based on my location?

you should stay with rogers and try to get a deal from them for signing a 1 year contract. You have to pay 1 year in advance with acanac anyway. Compare apples to apples.

I'm on a deal for $30/mth tax included for 1 year (without contract too). If you don't have a phone line, you will be paying an extra $8 a month ($27 total). For the difference of $3, better to stay with Rogers.

[fredsmith]

HAHA that's what happened to me and Acanac support told me it was my problem. My computer, my router, my modem, my internal wiring. They ignored the fact that when I was on Bell I was getting good speeds.

You got good speeds with Bell because Bell reserves the newest DSLAM sites and hardware for themselves.

When you 'leave' Bell they will reterminate your connection to a (usually) less optimum connection - that's why many people get 7 meg connections when they leave and then it just 'happens' to get worse. . . . and from what the CRTC seems to be saying, Bell's predatory practices will be allowed to continue.

Someone there is getting paid off.

[ultimatejester]

:mad:

This sucks! After 5 days Bell was finally over. I was getting 4.98mbps-6.0mbps (7mbps plan)! I was getting 4.75-5.0mbps when I still had Bell Sympatico Unlimited Plan (discontinued now of course).

Acanac now only gives me at MAX speed of 2.0mbps profile! WTF!?

http://www.speedtest.net/result/504538445.png

I have the same problem. But i have to give them credit. I ordered it today and it was setup today within hours. I need my full 5mbps though.

http://www.speedtest.net/result/507325748.png

[eccs19]

Just like to state that I signed up, and when I signed up, the speed was not any better than my current Bell setup. It only took them a day or 2 to get it fixed up, and now it's much faster than what I had, cheaper, and no D/L limits. The problem with forums is that most of the time you see anyone post, it's because they've got a problem, it's not often that you get posts of the good ones. I live out in the middle of no where, and considering I'm getting download speeds of a little over 4200, I'm not going to complain. (yet anyways) :lol:

[raj1008]

@Imelda, I sent you a PM. I tried the network repair and stuff, also I called support again yesterday and they made me remove my router and connect the modem direct to my computer with a cable. He was very convinced that the problem lies in my modem. But by morning the PPP has disappeared and doesnt establish connection.This means that even without my router the problem still exists. I have sent you details by PM.

And yes the problem hasnt gone away. It will be two weeks on Thursday.

[raj1008]

Just like to state that I signed up, and when I signed up, the speed was not any better than my current Bell setup. It only took them a day or 2 to get it fixed up, and now it's much faster than what I had, cheaper, and no D/L limits. The problem with forums is that most of the time you see anyone post, it's because they've got a problem, it's not often that you get posts of the good ones. I live out in the middle of no where, and considering I'm getting download speeds of a little over 4200, I'm not going to complain. (yet anyways) :lol:

I agree with you, it has worked like a charm for the past year and half almost. But when there is a problem and you out for over two weeks with no answers you would understand the frustration for having paid in advance and no reliable service.

[Imelda_Acanac]

It may be the modem needs to be bridged to
bypass its firewall when certain routers are connected.
Or maybe the modem needs to be exchanged for another.
I sent a pm with some instructions to help.

Also, the order of equipment has to be correct
and the configurations for stable connection.
Order of Equipment
wall jack -- modem (bridged to disable its firewall) --
wireless router with ports -- on one
router port the voip ata (if you have voip)
to phone, and in other router ports the
computers or connect them wirelessly.
No filters on any with dry loop DSL.

Group chat session with Kylan - DSL Support Supervisor:
"cause the ata is a router, and so is our modem.
So if u do it like that says ur going thru 3 routers, 3 firewalls.
You bridge our modem to disable its firewall
(Try to) do username in router.
So what is the correct order from jack?
jack to modem -- modem to router -- router to ata -- router to pc"

Billing will probably adjust your renewal date
to make up for the disconnection time.

Imelda O. Suzara
Acanac Rep

@Imelda, I sent you a PM. I tried the network repair and stuff, also I called support again yesterday and they made me remove my router and connect the modem direct to my computer with a cable. He was very convinced that the problem lies in my modem. But by morning the PPP has disappeared and doesnt establish connection.This means that even without my router the problem still exists. I have sent you details by PM.

And yes the problem hasnt gone away. It will be two weeks on Thursday.

[Imelda_Acanac]

I can check Bell Portal to see your sync speeds
if you send me a pm with your name and number.
It usually takes 5 to 7 business days for activation
not hours!

Imelda O. Suzara
Acanac Rep

I have the same problem. But i have to give them credit. I ordered it today and it was setup today within hours. I need my full 5mbps though.

http://www.speedtest.net/result/507325748.png

[raj1008]

Thanks for the instructions. I will follow them and see. As far as

It may be the modem needs to be bridged to
bypass its firewall when certain routers are connected.


is concerned, I have no router connected now and the modem is connected direct to my computer. But yet the PPP light is off. So my router doesnt have anything to do with causing the disruptions. In anycase I will experiment with bridging it and get back to you

As far as the exchange of modem is concerned, are you sure its now the modem and not Bell? Because since I have been having problems till uptil now Acanac kept telling me that the Bell technician hasnt been responding except that one time they did. I would like to know for sure before I spend money in sending the modem back at my cost.

And thanks for all your help. I appreciate your immediate replies.

[baobab79]

I have a question in regards to canceling the service prior to end of the contract.
I'm moving into the apartment that already has Acanac DSL service.
I have my own contract which expires on October 15th, 2009
I was wondering if I can cancel my contract with getting my money back for the rest of the time.

Emailed this question to billing@acanac.com 3 times.. no response..

[Imelda_Acanac]

On the first year, cancellation with refund is during the initial 30 days.
After, there is no refund unless it is due to technical problems on a
case by case basis.
But if you are on the 2nd year, you can get a refund of
the remaining months. Please read our User Agreement
under 30 Day Money Back http://acanac.ca/User-Agreement.html .

Imelda O. Suzara
Acanac Rep

I have a question in regards to canceling the service prior to end of the contract.
I'm moving into the apartment that already has Acanac DSL service.
I have my own contract which expires on October 15th, 2009
I was wondering if I can cancel my contract with getting my money back for the rest of the time.

Emailed this question to billing@acanac.com 3 times.. no response..

[raj1008]

Hi Imelda,

I am unable to even bridge. The PPP light has not gone on even on PPPoE mode all morning. Please confirm you are sure its not a Bell issue anymore so we can send the modem for a replacement.

[baobab79]

Thanks Imelda.
That's the answer I was looking for.

On the first year, cancellation with refund is during the initial 30 days.
After, there is no refund unless it is due to technical problems on a
case by case basis.
But if you are on the 2nd year, you can get a refund of
the remaining months. Please read our User Agreement
under 30 Day Money Back http://acanac.ca/User-Agreement.html .

Imelda O. Suzara
Acanac Rep

[fredsmith]

Hi Imelda,

I am unable to even bridge. The PPP light has not gone on even on PPPoE mode all morning. Please confirm you are sure its not a Bell issue anymore so we can send the modem for a replacement.

Have you tried logging into the modem?

[Imelda_Acanac]

I sent a pm about the last visit of the Bell tech indicating a card.
Please wait till tomorrow because I need to ask which card is meant
before you request a modem exchange.

The modem router instructions that came with it explain the lights:
1) PPP lights up solid when connection established to internet
2) PWR power lights up (at rear connect to electric outlet)
3) DSL lights up when ADSL connection established
but flickers when it is trying to connect to ISP
(at rear connect DSL port to phone jack)
4) ETH/ACT lights up when ethernet cable is properly
connected from it to ethernet card in computer (or other *router)
but flickers when transmitting/receiving data (at rear connect to
ethernet network card or hub/switch of computer);
advisable to use this instead of the USB port
5) USB lights up when USB driver is installed in pc
Note: I do not use USB on my home studio network setup.
*I use the ETH to an Airport Express wireless router and my
macbook detects the Airport's signals without wires.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

I am unable to even bridge. The PPP light has not gone on even on PPPoE mode all morning. Please confirm you are sure its not a Bell issue anymore so we can send the modem for a replacement.

[raj1008]

Imelda, I replied your PM. Please check and advise.

[shadow_cruiser]

So I just wanted to make sure before I sign up, you still have to use the SSH tunnel workaround for uncapped torrent downloads?. Is this needed anymore?

[fredsmith]

So I just wanted to make sure before I sign up, you still have to use the SSH tunnel workaround for uncapped torrent downloads?. Is this needed anymore?

No caps for now, but throttled, for sure.

The SSH tunnel works if you want to get around Bell's throttling. MLPPP is here on a sporadic basis, but coming for all shortly.

[Imelda_Acanac]

I asked Trevor, a Supervisor in Support and he looked
at your situation. He said to call them. Intermittent
sync problems and disconnections can sometimes be
helped by lowering profile to speeds that the line can
take, change to shorter phone cord, in dry loop the right
phone jack, home network configurations, bridging modem
with certain routers, resetting modem, correct order of
equipment in home network setup, etc.

Imelda O. Suzara
Acanac Rep

Imelda, I replied your PM. Please check and advise.

[Reborn]

http://img200.imageshack.us/i/slowf.jpg/

I got almost 10x the speeds with rogers.

Now they sent in a ticket to bell to have it fixed, but the max they said i could have is 2.5mb. I had bell dsl b4 and it was never this slow.

arg...feels like i'm using dial up again.

[EPcjay]

http://img200.imageshack.us/i/slowf.jpg/

I got almost 10x the speeds with rogers.

Now they sent in a ticket to bell to have it fixed, but the max they said i could have is 2.5mb. I had bell dsl b4 and it was never this slow.

arg...feels like i'm using dial up again.

LOL

dial up is slower than that, but thats the speed i get on my rogers stick! LOL

[raj1008]

I asked Trevor, a Supervisor in Support and he looked
at your situation. He said to call them. Intermittent
sync problems and disconnections can sometimes be
helped by lowering profile to speeds that the line can
take, change to shorter phone cord, in dry loop the right
phone jack, home network configurations, bridging modem
with certain routers, resetting modem, correct order of
equipment in home network setup, etc.

Imelda O. Suzara
Acanac Rep

I called and wont come on the phone. The csr said I am not sure he will call you back.

[mystery]

I called and wont come on the phone. The csr said I am not sure he will call you back.

If you are within your 30 day refund period, if I were you, I would exercise that option.

If not, you should escalate and get a refund based on more than 2 weeks of no service.

Teksavvy is reliable with great technical support, and I highly recommend them.

[Imelda_Acanac]

When you call that number, any of the Acanac technicians
are capable of trouble shooting. Please call again.
Sorry for any misunderstanding and inconvenience.
Your username is on the server and showing disconnections
and any of the techs should be able to help.

Imelda O. Suzara
Acanac Rep

I called and wont come on the phone. The csr said I am not sure he will call you back.

[Imelda_Acanac]

To keep you updated on your tickets and speeds,
feel free to pm me your name and number.

Imelda O. Suzara
Acanac Rep

http://img200.imageshack.us/i/slowf.jpg/

I got almost 10x the speeds with rogers.

Now they sent in a ticket to bell to have it fixed, but the max they said i could have is 2.5mb. I had bell dsl b4 and it was never this slow.

arg...feels like i'm using dial up again.

[Reborn]

To keep you updated on your tickets and speeds,
feel free to pm me your name and number.

Imelda O. Suzara
Acanac Rep

I just spoke with your rep and they told me this is the best i can get 1.5mb
cause of my distance from headoffice of 5 km and i live in toronto.

WOW...how do i get a refund plz.

[rdx]

I actually got 4.99 m the first day I connected to my PC to their modem directly, which is amazing. However, as soon as I hook it up through my old router, it dropped to 2.5M. Is it something to do with the router ? or the speed randamly changes?

[Reborn]

i tried direct connection with modem as the technical support guy suggested, but no luck

it's frustrating cause b4 i switched i didn't know you had to have to have regular phone lines for dsl, since i was using cable for the phone. Either i switch or pay 8-9 dollars a month for something they call a dry loop. So i had to switch my phone provider to bell. Then they told me now that the max i can get is 1.5mb cause of my distance after 2-3 weeks of hasles and calling back and forth switching to this and that, then talkin to bell and senidng tickets back and forth to up my speed, to them in the end telling me there's nothing that can be done and i'm stuck at 1.5mb. If they advertise 5mb, i would hope to get smoething remotely close to that...but 1.5 is just disgusting.

[fredsmith]

i tried direct connection with modem as the technical support guy suggested, but no luck

it's frustrating cause b4 i switched i didn't know you had to have to have regular phone lines for dsl, since i was using cable for the phone. Either i switch or pay 8-9 dollars a month for something they call a dry loop. So i had to switch my phone provider to bell. Then they told me now that the max i can get is 1.5mb cause of my distance after 2-3 weeks of hasles and calling back and forth switching to this and that, then talkin to bell and senidng tickets back and forth to up my speed, to them in the end telling me there's nothing that can be done and i'm stuck at 1.5mb. If they advertise 5mb, i would hope to get smoething remotely close to that...but 1.5 is just disgusting.

Hey, it isn't their fault you live too far from the central office to get higher speed conectivity. You want DSL at 5 megs, you'l have to move into range - THEY make it available. It is just that YOU can't take advantage of it. That means it isn't THEIR fault.

[Reborn]

yeah it must be my fault for switching to them in the first place your right.

A) how do you know how far you are?

i use to have dsl with bell and i got 4-5mb no problem?

B) They advertise 5mb download

doesn't say anywhere within a certain area

C) if your a normal customer/ dunno much about net/technical shiet....how do you know this stuff?

u just dun....it just cause ur sucked in with the price..and u do a trial an error hit or miss . which was an obvious miss in my case.

[fredsmith]

yeah it must be my fault for switching to them in the first place your right.

A) how do you know how far you are?

i use to have dsl with bell and i got 4-5mb no problem?

B) They advertise 5mb download

doesn't say anywhere within a certain area

C) if your a normal customer/ dunno much about net/technical shiet....how do you know this stuff?

u just dun....it just cause ur sucked in with the price..and u do a trial an error hit or miss . which was an obvious miss in my case.

Well, it certainly isn't OUR fault, so why would you be bitching to me and the rest of us following this tread? As you said, it is an obvious 'miss'. In which case you cancel your trial and get your money back and move on.

You don't whine about the fact that there's been misrepresentation, when the reality is that you simply didn't understand what you were getting yourself in to . . . and just what WAS that? Acanac took all the risks. The 30 day trial period should have been an OVERLAP for you, especially considering you came from cable.


A. You could have asked, but you also could have read up on it and you would have found that, among other things Bell reserves the prime DSLAMs for themselves.

But that's one reason for the 30 day trial.


B. No, they don't

They advertise 'Up to' 5 Megs dowload - and that is the MODEM rate, not the rate at which data is delivered to your hard drive in any case. I suspect that it is covered in their FAQs. Maybe I'll go and read them.

But that's another reason for the 30 day trial.


C. You ask.

But, if you don't ask, and you decide you aren't happy with what you have, you get to cancel and get your money back.

Had you gone with others' you might have paid a non-refundable connection charge; You'd be forced to pay for at least the month of service and/or a cancellation charge if you wanted out in the first month (at least) or perhaps an early cancellation fee in some cases.

Yet a third reason that makes Acanac the right company for you to have chosen for this attempt.


Acanac is unique in that they have no connection charge and will refund you ALL of your money if you decide it isn't working out in the first 30 days after you place your order.

So, the fact is that you are unhappy because Bell can't or won't deliver better than 1.5 megs to your door . . . I'm sorry to hear about that. But it isn't Acanac's fault and the reality is that you have nothing to complain about except for the fact that you are inconvenienced for having embarked on the experiment;

You might go to Bell with a DSL connection (if you can get them to deliver higher speed connections - in which case I would personally be VERY upset. Upset enough to complain to the CRTC;

Or you go with a cable provider.

Other alternatives are likely too expensive, especially considering your prose.

[mcg]

Newbies to DSL will always put the blame on the ISP, unfortunately.

Best to do some research before you buy.

[Reborn]

I'm bitching b/c i wanna let other potential customers aware of the things of signing up with you guys, and the fact that the problems i incured, maybe someone elses as well.


A. You could have asked, but you also could have read up on it and you would have found that, among other things Bell reserves the prime DSLAMs for themselves.

But that's one reason for the 30 day trial.

Could of asked? you guys didn't even know my speeds till bell connected me, do you know what your talkin about?


B. No, they don't

They advertise 'Up to' 5 Megs dowload - and that is the MODEM rate, not the rate at which data is delivered to your hard drive in any case. I suspect that it is covered in their FAQs. Maybe I'll go and read them.

Where does it say up to? I dun see it anywhere.

C. You ask?

I had bell, and dun you guys just borrow bell lines.

When i had bell it was 4-5 mbs, go figure.

Anwyays, my problem might be another persons problem.

Yeah you can cancel, but it's a hasle to go through all the things i had to, to save a few buck, and in the end have to switch back.

[astor]

Hi : I'm with teksavvy now. I refers 3 friends, I bougth the router for mlppp and now they ask me for 4 $ more for bypass throttling. (they send me the info on june 30 ONE DAY BEFORE!!!) I think the problem is between bell and teksavvy but as they can't get a good solution with bell they charge me ( It's easiest, the consumer pay, with credit card).

BUT in other way I'm seeing a very tricky problem of acanac with a new customer here (Reborn).

I want to make a try of acanac BUT I want to be SHURE they dont start to say that them are not responsable of the service AS this is my situation now:

1) I'm with teksavvy now

2) I get 4300/ 680 score NO WITH BELL WITH TEKSAVVY (so no excuse that bell reserve the best for them)

3) My modem is one month old ( so the modem is not an issue) TP link 8816.

4) I'm an electronic technician and I know all this kind of excuses game when something dont work.

5) I'm at 2.5 Km of the CO

My spec are:
Down/Up
6) SNR Margin 14.5 14.0 db

Line Attenuation 37.5 19.0 db

7) My connection is taked directly and wired from the street to the demarcation point @ home.

So my situation is a pretty good one.

If I couldn't get the same speed from acanac that I have with teksavvy I want to know from the representatives of acanac present here in the forum If them could blame other than ACANAC if I switch to them and I dont get a equivalent speed.

If I have a writed confirmation of the representatives that for shure they dont blame anything else than ACANAC ( bell, modem, teksavvy, router, CO distance, SNR, Line att., crtc, Humidity, Horoscope, the queen,etc.) and work to fix they problem if it happens for this particular case that I know ALL work great .

I'm ready to switch with them today !!!.

If not an other possibility is give me a 3 days free try account. and if all work
I switch with them for shure.

I'm convinced that they offer is the best BUT I'm not convinced about the reability of the connection.

I'm confident of my gear. it work as a rock, if the connection works 3 days and they dont change nothing I'm shure that will work well for ever.
The only thing to make the switch is to convince myself, that all could work fine without inconsistent excuses.

I'm waitting for the answer from Imelda, Paul and/or Fredsmith

[ultimatejester]

Yes that's the problem. It works with Bell but when you switch over you run into all kinds of trouble. Blame Bell. I am still stuck on 3 Mbps myself :(

[fredsmith]

Hi : I'm with teksavvy now. I refers 3 friends, I bougth the router for mlppp and now they ask me for 4 $ more for bypass throttling. (they send me the info on june 30 ONE DAY BEFORE!!!) I think the problem is between bell and teksavvy but as they can't get a good solution with bell they charge me ( It's easiest, the consumer pay, with credit card).

BUT in other way I'm seeing a very tricky problem of acanac with a new customer here (Reborn).

I want to make a try of acanac BUT I want to be SHURE they dont start to say that them are not responsable of the service AS this is my situation now:

1) I'm with teksavvy now

2) I get 4300/ 680 score NO WITH BELL WITH TEKSAVVY (so no excuse that bell reserve the best for them)

3) My modem is one month old ( so the modem is not an issue) TP link 8816.

4) I'm an electronic technician and I know all this kind of excuses game when something dont work.

5) I'm at 2.5 Km of the CO

My spec are:
Down/Up
6) SNR Margin 14.5 14.0 db

Line Attenuation 37.5 19.0 db

7) My connection is taked directly and wired from the street to the demarcation point @ home.

So my situation is a pretty good one.

If I couldn't get the same speed from acanac that I have with teksavvy I want to know from the representatives of acanac present here in the forum If them could blame other than ACANAC if I switch to them and I dont get a equivalent speed.

If I have a writed confirmation of the representatives that for shure they dont blame anything else than ACANAC ( bell, modem, teksavvy, router, CO distance, SNR, Line att., crtc, Humidity, Horoscope, the queen,etc.) and work to fix they problem if it happens for this particular case that I know ALL work great .

I'm ready to switch with them today !!!.

If not an other possibility is give me a 3 days free try account. and if all work
I switch with them for shure.

I'm convinced that they offer is the best BUT I'm not convinced about the reability of the connection.

I'm confident of my gear. it work as a rock, if the connection works 3 days and they dont change nothing I'm shure that will work well for ever.
The only thing to make the switch is to convince myself, that all could work fine without inconsistent excuses.

I'm waitting for the answer from Imelda, Paul and/or Fredsmith

Hey;

I don't work for Acanac. Never have, likely never will. I just like to keep the record straight because altogether too many people like to go around pointing fingers in every direction except the one that counts.

It is LIKELY, but not guaranteed that if you are with a 2nd tier ISP now that your network rate will be unchanged if you switch to Acanac. But a writiten guarantee? No way.

But that's why they have their 30 day trial.

Unfortunately, because you have the DSL circtuit from Teksavvy, you can't really check out Acanac without actually switching to them unless you have a second phone loine at home to have them conect to the DSLAM.

The only thing you could easily do would be to log in to their services using the Teksavvy circuit, which or course isn't what you want. The back end works reasonable well.

So, you could cancel Teksavvy and sign with Acanac and, if it doesn;t work the way you like you can then cancel within 30 days of ordering and go back - which could mean that you might lose your primo DSL connection , , , ,

Note: Apparently Paul has committed to provide MLPPP fat no additional cost 'soon', which was supposed to mean within a month - check backward in the thread for that annnouncement). I kind of figured that if Teksavvy was going to charge for something that Acanac would provide for free there's be some fallout.

I personally use Putty to bypass Bell's throttle, don't need MLPPP . . . .

[fredsmith]

I'm bitching b/c i wanna let other potential customers aware of the things of signing up with you guys, and the fact that the problems i incured, maybe someone elses as well.


A. You could have asked, but you also could have read up on it and you would have found that, among other things Bell reserves the prime DSLAMs for themselves.

But that's one reason for the 30 day trial.

Could of asked? you guys didn't even know my speeds till bell connected me, do you know what your talkin about?

B. No, they don't

They advertise 'Up to' 5 Megs dowload - and that is the MODEM rate, not the rate at which data is delivered to your hard drive in any case. I suspect that it is covered in their FAQs. Maybe I'll go and read them.

Where does it say up to? I dun see it anywhere.

C. You ask?

I had bell, and dun you guys just borrow bell lines.

When i had bell it was 4-5 mbs, go figure.

Anwyays, my problem might be another persons problem.

Yeah you can cancel, but it's a hasle to go through all the things i had to, to save a few buck, and in the end have to switch back.



A. Could have asked Acanac. Could have asked Bell. There are even web sites that will tell you.


B. Click the link and read what it says as the 4th point in the blurb: http://www.acanac.ca/DSL.html

Read what it says as the 3rd point: http://www.acanac.ca/more-info.htm

Read the 3rd FAQ: http://www.acanac.ca/DSL-FAQ.htm

Read the first paragraph: http://www.acanac.ca/DSLAvailability.htm

But, of course, YOU weren't informed and this is somehow Acanac's fault?


C. You don't have a problem. You have a minor inconvenience. You will choose to go to Teksavvy (and isn't it interesting that the next set of posts are from someone who wants to leave Teksavvy?) or someone similar.

Nothing you have posted is anything that ANY newbie shouldn't have known. The thread is so long that no one will ever read your prose. So just what was it that you were trying to accomplish beyond seeing your name posted on Redflagdeals and your post count bumped by a couple of units?

The simple fact is that Acanac offers the only risk-free method to test the DSL waters and happens to have a kick-ass first year promo and competitive pricing thereafter.

And by your post you are warning them to do what? Go waste their money by trialing someone who would NOT refund them if it doesn't work out?

[Tonberry]

I want to sign up but is it possible to email the staff to see what is the maximum speed I will have?

I want to reuse my old DSL modem. Sick of my current 2.0M with VIF internet (Montreal) @ 29.95/mo with 100GB cap (move to slower server if the usage is surpassed), they use Bell's line too.

[Imelda_Acanac]

Copy of pm from a customer inquiry
_____________________
Reply from management
__________,

I received a brief reply that they still do not know
but it will most likely be Yes. The decision probably
depends too on what happens with CRTC and Bell
as they manage the lines which ISPs lease and if
they agree to respect previously signed agreements
with current customers of ISPs.

Imelda O. Suzara
Acanac Rep

Quote:
Originally Posted by Imelda_Acanac
________,

I sent your pm to Acanac management
for a reply on guarantee of unlimited bandwidth.
If you read the update news on the CATA/CAIP
website http://www.cata.ca/Communities/caip/
there is an application to the CRTC from the ISPs
and other concerned Parties including Acanac
against Bell's throttling.

If there is a reply from management, I will update you
and post it on RFD.

Thank you for showing concern on policies affecting
internet services.

Imelda O. Suzara
Acanac Rep

Quote:
Originally Posted by _________
Hi,

I heard Bell is trying to pass a bylaw with regards to limiting bandwidth. Would this effect you and more importantly would that effect me? Since I'm signed up a contract for unlimited up/download, I should get unlimited for at least one year regardless correct?

Thanks,
___________

[Imelda_Acanac]

One of the last solutions possible when speeds
and profile are slow, is to request Bell for a
remote if there is one near to the customer.
There are COs with remotes which act like
boosters of speeds and if there is space for
another customer, Bell will transfer the connection.
If you pm me your name and number, I can
try following up on your case and request it.

Imelda O. Suzara
Acanac Rep

i tried direct connection with modem as the technical support guy suggested, but no luck

it's frustrating cause b4 i switched i didn't know you had to have to have regular phone lines for dsl, since i was using cable for the phone. Either i switch or pay 8-9 dollars a month for something they call a dry loop. So i had to switch my phone provider to bell. Then they told me now that the max i can get is 1.5mb cause of my distance after 2-3 weeks of hasles and calling back and forth switching to this and that, then talkin to bell and senidng tickets back and forth to up my speed, to them in the end telling me there's nothing that can be done and i'm stuck at 1.5mb. If they advertise 5mb, i would hope to get smoething remotely close to that...but 1.5 is just disgusting.

[Imelda_Acanac]

There are common issues facing customers of Acanac
and probably other ISPs:
1. slow speeds and low profiles
2. disconnections and configurations
3. cancellations and refunds
4. customer service

Neutral third party forums such as Redflagdeals,
and Dslreports provide space for customers who
are also members to air their complaints/compliments
on ISPs. Ditto the Acanac community forum for
common problems faced by customers
https://community.acanac.com/acanac/.
There are technicians who will post replies and
some customers too give advice on how they
solved the issues. Some customers will remain
despite the issues as long as they are solved or
because other ISPs have the same issues anyway
and they already switched from those and there
are more reasons to remain than leave. But unfortunately,
sometimes no matter how many repair tickets and
technicians troubleshooting and checking, a customer
decides to cancel from dissatisfaction and gets a
refund from technical issues. Usually the initial 30 days
involve the most troubleshooting technical assistance
and thus Acanac has a 30 day money back guarantee
just in case a customer is dissatisfied with the connection.

Imelda O. Suzara
Acanac Rep

I'm bitching b/c i wanna let other potential customers aware of the things of signing up with you guys, and the fact that the problems i incured, maybe someone elses as well.


A. You could have asked, but you also could have read up on it and you would have found that, among other things Bell reserves the prime DSLAMs for themselves.

But that's one reason for the 30 day trial.

Could of asked? you guys didn't even know my speeds till bell connected me, do you know what your talkin about?


B. No, they don't

They advertise 'Up to' 5 Megs dowload - and that is the MODEM rate, not the rate at which data is delivered to your hard drive in any case. I suspect that it is covered in their FAQs. Maybe I'll go and read them.

Where does it say up to? I dun see it anywhere.

C. You ask?

I had bell, and dun you guys just borrow bell lines.

When i had bell it was 4-5 mbs, go figure.

Anwyays, my problem might be another persons problem.

Yeah you can cancel, but it's a hasle to go through all the things i had to, to save a few buck, and in the end have to switch back.

[Reborn]

Nothing you have posted is anything that ANY newbie shouldn't have known. The thread is so long that no one will ever read your prose. So just what was it that you were trying to accomplish beyond seeing your name posted on Redflagdeals and your post count bumped by a couple of units?


Are u suggesting a create a new thread about my problem?

[fredsmith]

Nothing you have posted is anything that ANY newbie shouldn't have known. The thread is so long that no one will ever read your prose. So just what was it that you were trying to accomplish beyond seeing your name posted on Redflagdeals and your post count bumped by a couple of units?

Are u suggesting a create a new thread about my problem?

It would be nice if you started by learning how to spell, then by learning how to post.

You have a problem? Indeed you do. You came and posted on this thread that you were somehow misled and you complained that the best speed you could get was 2 megs (or 1.5 megs) and suggested that Acanac misled you by advertising that you would get 5 megs.

When challenged, you were pointed to where everywhere they say 5 megs they also say 'up to' - and yet you persist in whining.

Look. You didn't bother to ask. You just assumed that the 'up to' was . . . what? A couple of throw-away words?

You didn't read the FAQs. And you WILL get your money back IF you bother to ask in time and more.

Before I spend money in an unfamiliar area I tend to do some research and to ask questions so I know what I'm getting into before signing on the dotted line. Obviously you didn't.

So stop complaining. Next time do your homework and you won't be disappointed, and then upset when people point out that you were the author of your own issues. You were stunningly lucky that you stumbled over the one ISP that will refund you every penny you paid.

As you put it in your post, yours was 'a miss'. So go away and find something better to replace it. If you find it, post it somewhere else. Your credibility is shot. If people followed your suggestion, they woudn't subscribe to any ISP.

[astor]

Thanks Fredsmith for your answer I really thinked that you work for Acanac.
Imelda work for them?
cause she ignore my message.
When you say 30 days money back they refund the hole year or the refund you 11 month?

Someone try to have the refund?

That was easy and accurate?


I'm willing to try the service , but if I have problems with speed that I never have with teksavvy or AEI ( I spect something like the same 4300/ 680 more or less) and them start to blame others things than acanac, I will use the money back for shure.

For that reason It's important for me to have some feedbacks about the smooth working of the 30 days refund program.

I'm conscient that some users something are not well informed and ask things that are impossible. But some ISP offers things that they dont.

If all ISP was more fear, that will be great for customers. and we will sign without intensive search .

All is about recognize the own mistakes.

I'm waiting for some feedback from Imelda.

Thanks fredsmith

[fredsmith]

Thanks Fredsmith for your answer I really thinked that you work for Acanac.
Imelda work for them?
cause she ignore my message.
When you say 30 days money back they refund the hole year or the refund you 11 month?

Someone try to have the refund?

That was easy and accurate?


I'm willing to try the service , but if I have problems with speed that I never have with teksavvy or AEI ( I spect something like the same 4300/ 680 more or less) and them start to blame others things than acanac, I will use the money back for shure.

For that reason It's important for me to have some feedbacks about the smooth working of the 30 days refund program.

I'm conscient that some users something are not well informed and ask things that are impossible. But some ISP offers things that they dont.

If all ISP was more fear, that will be great for customers. and we will sign without intensive search .

All is about recognize the own mistakes.

I'm waiting for some feedback from Imelda.

Thanks fredsmith


Asking questions is fair game. On the other hand, complaining when one finds themselves in a situation of their own making, not having done the research in advance is quite another.

No, I don't work for Acanac. I have been using their services for about 3 years and am now on my way to being able to take advantage of their referrral program, having garnered 12 referrals. I unfortunately have 10 or so months prepaid on my current term, so I don't really start benefiting until next year sometime. It would have been nice if they'd refund the difference between what I paid and the term I used to the point when I got my referrals to the magic number (i.e. just when does that 'free for life' start?), but that has never been defined and I'm not about to start rocking that boat.

Having achieved the goal, I still intend to get more referrals. As long as Acanac provides reasonable service for a truly competitive price I will also hang out here taking aim at those who try to say that they do better off with other ISPs and save 8 cents a month in the process . . . . and give up their unlimited access in return. For the small extra amount why SHOULD a subscriber be capped?

It doesn't hurt that Acanac has supported tunneling and the virtual PC as mechanisms to get past Bell's throttling. They also support sporadic MLPPP, but that's supposed to become an across the board service in the very near future.

Now, with Teksavvy charging $4 a month for MLPPP it just makes Acanac that much better a deal.

As to your particular service, there is much that is random about the way Bell does things for DSL.

The first and main point is that they truly reserve their best DSLAM ports (DSLAM is an acronym - Digital Subscriber Line Access Multiplexer - it is the module that connects the phone company's copper wiring to Bell's network - from there Bell delivers your data to the ISP you are logged in to).

However is you are moving from Teksavvy AEI, 3WEB or any of the other second tier providers, you should see (not guaranteed, mind you) the SAME provisioning and front end data rates as you get with your prersent ISP - if you are moving from Bell, all bets are off.

As I wrote, if you cancel before the end of the 30 day trial (and keep in mind that the clock starts ticking when you place your order), you will get ALL of your money back. Once the 30 days has passed you are locked in for the balance of the year.

Refunds with most vendors take a bit longer than debits, but to the best of my knowledge, anyone who has made a valid claim has been refunded.

[ItemFinder]

If I cancel, say for the Rogers promotion, will I be considered a new customer to Acanac in three months time?

[Imelda_Acanac]

Sorry for the delay since I am on flexible hours on weekends.
Here are answers to your questions or concerns in your postings:

If you are uncertain, you can try Acanac for 1 month $39.95
and if within the first 30 days, you are dissatisfied with the
speeds and connection, then cancel and get the full refund.
If you are satisfied, then upgrade it to the full year promotional
deal and Billing will switch you and charge you the balance.

Speeds and connection are up to 5M for residential but not
guaranteed due to distance of customer location from CO,
line quality, and other factors. Acanac has a faster fiber
optic network with free online pc and SSH tunnel, 100 gb
online storage, 100 email accounts, community forum
accessible at http://acanac.net . Plus a referral program
where each new customer you refer equals one free month
and by the 10th, you get free internet for life.

Acanac supports equipment it sells and our modems are
either the Lynx210 or Aztech600EU however other
modems are used but customers have to configure themselves
or depend on the community forum technicians
https://community.acanac.com/acanac/viewtopic.php?f=9&t=6863&hilit=tp+link+8816 .

For 5 and 6 below, you claim to be 2.5 kms from CO
but based on your down attenuation of 37.5 and how
Acanac techs calculate distance, you are 3.7 kms away.
However we would only know for sure what speeds are
possible after you sign up as our customer. If you are
getting 4300/680 with Teksavvy and plan to remain at the
same home with the same modem and setup, technically
Acanac would hopefully be capable of providing the same
at least but there is no guarantee on our part, nor from Bell.
If within the initial 30 days you are dissatisfied with Acanac,
you can cancel us and remain with Teksavvy. We actually
advise to customers not to cancel with current ISP until after
signing up with Acanac. So some will switch configurations
by entering our username/password alternating with their current
one to compare/contrast speeds and connection before deciding
which ISP to keep. As for Bell, Acanac techs troubleshoot and we
work with Bell techs who handle the phone lines to figure the best
possible profile for each customer's location and setup.

Imelda O. Suzara
Acanac Rep


Hi : I'm with teksavvy now. I refers 3 friends, I bougth the router for mlppp and now they ask me for 4 $ more for bypass throttling. (they send me the info on june 30 ONE DAY BEFORE!!!) I think the problem is between bell and teksavvy but as they can't get a good solution with bell they charge me ( It's easiest, the consumer pay, with credit card).

BUT in other way I'm seeing a very tricky problem of acanac with a new customer here (Reborn).

I want to make a try of acanac BUT I want to be SHURE they dont start to say that them are not responsable of the service AS this is my situation now:

1) I'm with teksavvy now

2) I get 4300/ 680 score NO WITH BELL WITH TEKSAVVY (so no excuse that bell reserve the best for them)

3) My modem is one month old ( so the modem is not an issue) TP link 8816.

4) I'm an electronic technician and I know all this kind of excuses game when something dont work.

5) I'm at 2.5 Km of the CO

My spec are:
Down/Up
6) SNR Margin 14.5 14.0 db

Line Attenuation 37.5 19.0 db

7) My connection is taked directly and wired from the street to the demarcation point @ home.

So my situation is a pretty good one.

If I couldn't get the same speed from acanac that I have with teksavvy I want to know from the representatives of acanac present here in the forum If them could blame other than ACANAC if I switch to them and I dont get a equivalent speed.

If I have a writed confirmation of the representatives that for shure they dont blame anything else than ACANAC ( bell, modem, teksavvy, router, CO distance, SNR, Line att., crtc, Humidity, Horoscope, the queen,etc.) and work to fix they problem if it happens for this particular case that I know ALL work great .

I'm ready to switch with them today !!!.

If not an other possibility is give me a 3 days free try account. and if all work
I switch with them for shure.

I'm convinced that they offer is the best BUT I'm not convinced about the reability of the connection.

I'm confident of my gear. it work as a rock, if the connection works 3 days and they dont change nothing I'm shure that will work well for ever.
The only thing to make the switch is to convince myself, that all could work fine without inconsistent excuses.

I'm waitting for the answer from Imelda, Paul and/or Fredsmith

[fredsmith]

If I cancel, say for the Rogers promotion, will I be considered a new customer to Acanac in three months time?

No. You get one kick at the 'new customer promotion' can.

[Imelda_Acanac]

There have been a few customers who canceled
within the initial 30 days and got refunded, then later
reapplied months later for the promo deal and got
approved again because they did not use the deal yet.

Imelda O. Suzara
Acanac Rep

If I cancel, say for the Rogers promotion, will I be considered a new customer to Acanac in three months time?

[poppa]

Asking questions is fair game. On the other hand, complaining when one finds themselves in a situation of their own making, not having done the research in advance is quite another.

No, I don't work for Acanac. I have been using their services for about 3 years and am now on my way to being able to take advantage of their referrral program, having garnered 12 referrals. I unfortunately have 10 or so months prepaid on my current term, so I don't really start benefiting until next year sometime. It would have been nice if they'd refund the difference between what I paid and the term I used to the point when I got my referrals to the magic number (i.e. just when does that 'free for life' start?), but that has never been defined and I'm not about to start rocking that boat.

Having achieved the goal, I still intend to get more referrals. As long as Acanac provides reasonable service for a truly competitive price I will also hang out here taking aim at those who try to say that they do better off with other ISPs and save 8 cents a month in the process . . . . and give up their unlimited access in return. For the small extra amount why SHOULD a subscriber be capped?

*SNIP*


You're very active in this thread (and counting).

http://i43.tinypic.com/2iqn0hs.png

Just remember!

"The dark side of the Force is a pathway to many abilities some consider to be…unnatural."

[mystery]

You're very active in this thread (and counting).

http://i43.tinypic.com/2iqn0hs.png

Just remember!

"The dark side of the Force is a pathway to many abilities some consider to be…unnatural."

Yep....and all of the posts I have read of his (don't have time to read all of them because there are too many) are in defense of Acanac.

It makes you wonder what his motivations are.....

fredsmith_acanac

[mystery]

yeah it must be my fault for switching to them in the first place your right.

A) how do you know how far you are?

i use to have dsl with bell and i got 4-5mb no problem?

B) They advertise 5mb download

doesn't say anywhere within a certain area

C) if your a normal customer/ dunno much about net/technical shiet....how do you know this stuff?

u just dun....it just cause ur sucked in with the price..and u do a trial an error hit or miss . which was an obvious miss in my case.

There is no reason why on another ISP you should get 1.5 mbps if on Bell you got 4 - 5 mbps PERIOD.

When people then blame Bell for 'reserving their best DSLAMs' for their own customers, I call B.S.

When things go wrong with 3rd party ISP's, they always tend to blame Bell for anything and everything.

If your Bell account is still active, log on with it and compare the speeds.

If not, consider signing up with Teksavvy to see what speeds you get. Then consider dropping Acanac if it's faster.

I was in 3Web at first with crummy speeds and unstable connection, then changed to Teksavvy with drastic improvement.

[fyuno83]

Hi.

I'm with rogers right now, and I was thinking about either switching
to acanac or teksavvy.
and just found out about this deal.

i have three questions.
does this one year deal go with dry loop as well? for i have no home phone line. if it does, does it cost extra? b/c for teksavvy they have band rate,and activation fee for dry loop.

and secondly,
would my speed be ok? as in, would it be near 5 mb/s?
i live very close to yonge/bloor.
b/c i read stories on how it's not guaranteed because it depends on
where you live.

and is there any recommended place to get a modem to use for acanac?

thank you.

frank

[poppa]

Hi.

I'm with rogers right now, and I was thinking about either switching
to acanac or teksavvy.
and just found out about this deal.

i have three questions.
does this one year deal go with dry loop as well? for i have no home phone line. if it does, does it cost extra? b/c for teksavvy they have band rate,and activation fee for dry loop.

and secondly,
would my speed be ok? as in, would it be near 5 mb/s?
i live very close to yonge/bloor.
b/c i read stories on how it's not guaranteed because it depends on
where you live.

and is there any recommended place to get a modem to use for acanac?

thank you.

frank

Not sure about your other questions, but it seems that the tplink 8810, tplink 8816, and Thomson 516 are the recommended modems.

Once you buy these, you can use them with any DSL provider.

tplink 8810

http://www.cuttingedgecomputers.ca/shopexd.asp?id=3328

tplink 8816

http://pcvonline.com/productDetails.aspx?prodID=6620

Thomson 516
http://infonec.ca/site/main.php?module=detail&id=350362

http://www.caneris.com/Hardware

http://www.ca.buy.com/prod/Gentek_SpeedTouch_516_Multi_User_ADSL2_Gateway_1_x _10_100Base_TX_LAN_1_/q/loc/59205/204771238.html

[sf1]

You're very active in this thread (and counting).

http://i43.tinypic.com/2iqn0hs.png

Just remember!

"The dark side of the Force is a pathway to many abilities some consider to be…unnatural."

never knew we had this feature,
how do you do this??

[poppa]

never knew we had this feature,
how do you do this??

Click on the number in the reply column.

Can go here http://www.redflagdeals.com/forums/usercp.php or anywhere else you see the Replies column.

So as of this post, click on 1,949

[sf1]

Click on the number in the reply column.

Can go here http://www.redflagdeals.com/forums/usercp.php or anywhere else you see the Replies column.

So as of this post, click on 1,949


got it, thanks,
this may be a useful trick in the future

[theastroboy]

Actually, the reason is obvious for Bell to lower your speed when you switch to another ISP. Bell does not like you to switch.

Let me tell you my story. I was with Bell for a long time and then switched over to Acanac. My Acanac's speed was the same as if I was with Bell, except it was slow (which I later found out). I called Acanac to look into the issue. A Bell technician was dispatched to my house to install a NID. The technician left a note claiming it was a problem with my inside wiring. Bell would dare to charge me $100 for that, even though it didn't fix anything. I was able to dispute the charge because the technician never worked in my house. Several months later, I asked Imelda to look into the issue again. A Bell technician was sent to my house for another check. He reported AGAIN my inside wiring fault would render my internet connection unstable if my speed profile was raised. He then asked if I wanted to let him in to fix my inside wiring and I said no. Guess what? Days later, Imelda contacted me and told me my speed profile has been increased. I checked my modem stats and sure enough the speed profile has become better.

And you tell me Bell isn't full of crap?

I think the problem is two-folds. Bell would do anything (some may even be shady practices) to steer you away from a 3rd party ISP. At the same time, the 3rd party ISP really has to push Bell hard to get the problems fixed. In the end, a 3rd party ISP does not have much recourse if Bell fails to respond.

There is no reason why on another ISP you should get 1.5 mbps if on Bell you got 4 - 5 mbps PERIOD.

When people then blame Bell for 'reserving their best DSLAMs' for their own customers, I call B.S.

When things go wrong with 3rd party ISP's, they always tend to blame Bell for anything and everything.

If your Bell account is still active, log on with it and compare the speeds.

If not, consider signing up with Teksavvy to see what speeds you get. Then consider dropping Acanac if it's faster.

I was in 3Web at first with crummy speeds and unstable connection, then changed to Teksavvy with drastic improvement.

[mystery]

I'm going to try out Acanac to get the experience first-hand.

I will have their service overlap with Teksavvy's and I will compare the two in terms of speed, customer service, etc.

Then I will report my results back here, including how easy it is to cancel if I so decide.

[fredsmith]

I'm going to try out Acanac to get the experience first-hand.

I will have their service overlap with Teksavvy's and I will compare the two in terms of speed, customer service, etc.

Then I will report my results back here, including how easy it is to cancel if I so decide.

Do you have two phone lines? If not, then just how will you overlap the DSL conenctions?

And, no one really cares much about your tests because there are too many variables to consider the situation to be 'generic'. Even if you HAD two lines to connect to it wouldn't prove anything because it isn;t scientifically controlled or rationally administered test.

YOU might have a problem. YOU might not have a problem. It doesn't prove anything one way or the other.

I WILL tell you that if you decide to cancel Acanac will ask why and it would do no harm if you were honest with them.

[fredsmith]

Yep....and all of the posts I have read of his (don't have time to read all of them because there are too many) are in defense of Acanac.

It makes you wonder what his motivations are.....

fredsmith_acanac

Don't you have better things to do than count up posts in a thread?

My motivation is to protect the world from idiots like you who come into threads like this and spout all sorts of garbage when they have no clue about the subject in question.

You are one, there are others; Some who couldn't get responses from support (becuse they were dumping the e-mails into their spam boxes and weren't checking - but to take the time to complain? Absolutely. To apologise? never.

No one ever comes back to say how they were wrong (I have stood corrected once or twice), but most of the loudest complainers simply seem to fade away or they try to attack my integrity (you would be one of those). And, would it be so terrible if I DID work for Acanac? But I don't.

As it happens Imelda isn't very technical and her replies are often, well, a bit wishy washy so I'll often jump in with an answer of my own either in addition to something she's said or before she replies. Either way the readers get the whole tory . . . and you have a problem with this?

You and a couple of the others have very weird ideas and someone who understands the technology has to be the counterpoint. I've elected myself.

[yn4you]

Hi All...just wondering and need your expertise advise..My 1st year with Acanac ISP come in very soon and I need to renew another year ,but recently I had problem with download from Megaupload website..using mega manager tools to download data. I had call in and confirmed from Acanac support that they didn't block anything. But When I used my laptop and connect to another wireless from my next door. I have no problem to log in my mega manager tools account to download. Any idea ? If truly Acanac ISP..Blocking this webside to download.. is it possible ? Thanks:cry:

[mystery]

Don't you have better things to do than count up posts in a thread?

My motivation is to protect the world from idiots like you who come into threads like this and spout all sorts of garbage when they have no clue about the subject in question.

You are one, there are others; Some who couldn't get responses from support (becuse they were dumping the e-mails into their spam boxes and weren't checking - but to take the time to complain? Absolutely. To apologise? never.

No one ever comes back to say how they were wrong (I have stood corrected once or twice), but most of the loudest complainers simply seem to fade away or they try to attack my integrity (you would be one of those). And, would it be so terrible if I DID work for Acanac? But I don't.

As it happens Imelda isn't very technical and her replies are often, well, a bit wishy washy so I'll often jump in with an answer of my own either in addition to something she's said or before she replies. Either way the readers get the whole tory . . . and you have a problem with this?

You and a couple of the others have very weird ideas and someone who understands the technology has to be the counterpoint. I've elected myself.

I would like you to quote any 'garbage' you claim I have posted.

I will happily quote the weird things you have posted here if you want and my response.

And I wasn't the one counting your inordinate number of posts. Someone else has done so for all of us.

Facts speak for themselves. Quote us to back up your generalities.

fredsmith_acanac indeed!

[mystery]

Do you have two phone lines? If not, then just how will you overlap the DSL conenctions?

And, no one really cares much about your tests because there are too many variables to consider the situation to be 'generic'. Even if you HAD two lines to connect to it wouldn't prove anything because it isn;t scientifically controlled or rationally administered test.

YOU might have a problem. YOU might not have a problem. It doesn't prove anything one way or the other.

I WILL tell you that if you decide to cancel Acanac will ask why and it would do no harm if you were honest with them.

If you knew anything, you would know I don't need two lines to have overlapping dsl connections. Thus comparing the two ISP's will be fair: DSL profile, and customer equipment will be the same; the only difference will be the different login and ISP infrastructure including servers, etc.

Even their own site says you should keep your existing dsl until you are fully set up on Acanac.

So who's spouting garbage here now, fredsmith_ACANAC.

And who elected you to say that 'No one cares about my tests'.

Either way a user's experience IS RELEVANT in this thread, not the rantings of someone who always feels a need to defend Acanac, no matter how far fetched.

Why are you so afraid that I will report my findings here? Something to hide?

[broadway]

I notice this weird problem this week too ... looks like a URL filtering that blocks browser the visit megaupload.

Hi All...just wondering and need your expertise advise..My 1st year with Acanac ISP come in very soon and I need to renew another year ,but recently I had problem with download from Megaupload website..using mega manager tools to download data. I had call in and confirmed from Acanac support that they didn't block anything. But When I used my laptop and connect to another wireless from my next door. I have no problem to log in my mega manager tools account to download. Any idea ? If truly Acanac ISP..Blocking this webside to download.. is it possible ? Thanks:cry:

[fredsmith]

Hi All...just wondering and need your expertise advise..My 1st year with Acanac ISP come in very soon and I need to renew another year ,but recently I had problem with download from Megaupload website..using mega manager tools to download data. I had call in and confirmed from Acanac support that they didn't block anything. But When I used my laptop and connect to another wireless from my next door. I have no problem to log in my mega manager tools account to download. Any idea ? If truly Acanac ISP..Blocking this webside to download.. is it possible ? Thanks:cry:

I don't know what the application or site you are referring to is, but you could be suffering an issue related to DNS routing problems. Acanac blocks one port - 25 outbound - you must send your conventional e-mail through their relay as a SPAM-BOT filter.

You can download a tool called 'active ports' to look at just what is happening with your computer. It will show you all of the open 'active' sessions in your IP stack, along with the IP address of the destination, which you can resolve to a name if available by clicking the appropriate key.

It will show you what's going on.

Note that in my case I don't use Acanac's DNS server, but rather I point my routers to OpenDNS

[fredsmith]

If you knew anything, you would know I don't need two lines to have overlapping dsl connections. Thus comparing the two ISP's will be fair: DSL profile, and customer equipment will be the same; the only difference will be the different login and ISP infrastructure including servers, etc.

Even their own site says you should keep your existing dsl until you are fully set up on Acanac.

So who's spouting garbage here now, fredsmith_ACANAC.

And who elected you to say that 'No one cares about my tests'.

Either way a user's experience IS RELEVANT in this thread, not the rantings of someone who always feels a need to defend Acanac, no matter how far fetched.

Why are you so afraid that I will report my findings here? Something to hide?


You ARE as dumb as a stump.

Your present DSL connection will be terminated when you cancel Teksavvy. Bell CAN and MIGHT WELL reterminate you to different DSLAM. Even Imelda wrote something to theeffect that it might be the same, but that nothing can gbe guaranteed. Do you not read ANYTHING that's written here?

You have no experience with Acanac, so yours is NOT relevant until YOU connect to Acanac over the Acanac-provisioned profile - and that is why I said what I did about needing two lines.

Many people have swung from other ISPs and have seen their performance unchanged . . . . for a while. And most people discover that it all goes away about 30 days later when Bell executes the disconnect order from the ISP . . . You see, Bell plays games with second tier ISP subscribers to try and make them go with Bell. It is a practice that the CRTC turns a blind eye to. But how would you know that? Oh, that;s right!! By reading through these threads!! Try it.

No one needs your explicit input to decide if Acanac is any good. There are the experiences of many, many users in this thread alone, so your input won't impact significantly on the overall pool of information.

You showed up here spouting about how wonderful Teksavvy was and that you only needed about 65 gigs a month max, so their plan was cheaper and their service faster and so on. You then made an inane comment about Acanac not caring about clients because they have the customer's money, whixch, of course is not true, unless you want to benefit from the reduced rates that paying up front will bring.

You said that you have two referrals so you pay them about $31 per month - that's less than you'll pay Acanac in year 2 and besides, you don't like contracts and you are very happy where you are.

So why are you even posting here?

[mystery]

You ARE as dumb as a stump.

Your present DSL connection will be terminated when you cancel Teksavvy. Bell CAN and MIGHT well reterminate you to different DSLAM. Do you not read ANYTHING that's written here?

You have no experience with Acanac, so yours is NOT relevant until YOU connect to Acanac over the Acanac-provisioned profile - and that is why I said what I did about needing two lines.

Many people have swung from Bell (for example) and have seen excellent rates . . . .for a while. And most people discover that it all goes away about 30 days later when they execure the disconnect order from the ISP . . .

No one needs your explicit input to decide if Acanac is any good. There are the experiences of many, many users in this thread alone, so your input won't impact significantly on the overall pool of information.

Since you've resorted to personal attacks, I ask you to look in the mirror and then you'll see dumb. When I was with 3web and converted to Teksavvy, they did NOT re-provision my line. Teksavvy ensured that my line remained active and I lost no service during the transfer. Can Acanac not do this?

But even if they did terminate the DSL connection and start a new profile for Acanac, why would Bell re-provision to a lower profile when Teksavvy is terminated and Acanac remains?

Does Teksavvy have special powers with Bell that no other 3rd party ISP has?

hmmmm......

Or is it more likely that Acanac requests Bell to provision at a lower profile in order to reduce the bandwidth they must pay Bell for?

You are right there are many experiences here (mostly negative), and my experience is as valid as any. Who are you to say otherwise?

Keep up with this line of posts and I will report you to the moderators and request this thread be closed as it seems to be a self-serving promotion of Acanac....

[MP3_SKY]

Please keep the thread friendly and informative. Thanks.

[fredsmith]

You're the dumb-ass here....of course if I terminate Teksavvy my current DSL connection will be terminated. Why can't you understand that two DSL logon's can be active on the same line?

Why would Bell re-provision to a lower profile when Teksavvy is terminated and Acanac remains?

Does Teksavvy have special powers with Bell that no other 3rd party ISP has?

hmmmm......

Or is it more likely that Acanac requests Bell to provision at a lower profile in order to reduce the bandwidth they must pay Bell for?

You are right there are many experiences here (mostly negative), and my experience is as valid as any. Who are you to say otherwise?

Keep up with this line of posts and I will report you to the moderators and request this thread be closed as it seems to be a self-serving promotion of Acanac....

As I pick myself up from the floor laughing at just how illogical your reply is . . .

Speed of the front end is not only determined by the login, but more miportantly by the quality of the connection between your home and the DSLAM in conjunction with the provisioning of the modem and the modem's quality as an overall system.

When you resign from Teksavvy you will very likely lose your present connection - the same as you did when you left 3Web . . . so it is often a 'luck of the draw' issue as far as the connection is concerned. And Bell is not your friend in these matters, unless of course you subscribe to their services.

Acanac has nothing to fear from the sort of comparison you want to make. In fact a couple of years ago they gave any interested DSL subscriber a free 30 day account for the asking - it was an interesting experiment in comparing BACK ends, because the distribution channel remained a constant.

I believe that Acanac ended up siging a significant number of users - they incurred no direct expenses doing this because the clients in question had to already have a Bell-provisioned DSL circuit to take advantage of the offer.

So, like I said, you connecting to Acanac using a DSL circuit provisioned by others has been done hundreds, if not rhousands of times already - and as such what more of significance will you add to the existing body of experience?

What is it that you expect you will accomplish by logging into Acanac instead of Teksavvy? You'll be comparing the back ends using an invalid front end, because the 'last mile' has more impact on overall performance in this environment than does anything else in a DSL world.

Besides, you don't want to be with Acanac. You don't want to be with Teksavvy, 3Web, AEI or any of the others. You said you need your service for business and you were concerned about the quality of the service and of the support. You'll get the best response from a first tier carrier, because they have no fingers to point. You will ultimately get what you pay for, especially if you expect white glove service.

I've also already commented on the fact that for people like you, who use the internet as a function of earning a living the service is tax deductible. Why not just bite the bullet and get something tailored to the levels of service you claim to require? You'll only pay about half of the cost out of your pocket anyway.

[fredsmith]

Please keep the thread friendly and informative. Thanks.

Yup. That's what I'm doing.

[mystery]

As I pick myself up from the floor laughing at just how illogical your reply is . . .

Speed of the front end is not only determined by the login, but more miportantly by the quality of the connection between your home and the DSLAM in conjunction with the provisioning of the modem and the modem's quality as an overall system.

When you resign from Teksavvy you will very likely lose your present connection - the same as you did when you left 3Web . . . so it is often a 'luck of the draw' issue as far as the connection is concerned. And Bell is not your friend in these matters, unless of course you subscribe to their services.

Acanac has nothing to fear from the sort of comparison you want to make. In fact a couple of years ago they gave any interested DSL subscriber a free 30 day account for the asking - it was an interesting experiment in comparing BACK ends, because the distribution channel remained a constant.

I believe that Acanac ended up siging a significant number of users - they incurred no direct expenses doing this because the clients in question had to already have a Bell-provisioned DSL circuit to take advantage of the offer.

So, like I said, you connecting to Acanac using a DSL circuit provisioned by others has been done hundreds, if not rhousands of times already - and as such what more of significance will you add to the existing body of experience?

What is it that you expect you will accomplish by logging into Acanac instead of Teksavvy? You'll be comparing the back ends using an invalid front end, because the 'last mile' has more impact on overall performance in this environment than does anything else in a DSL world.

Besides, you don't want to be with Acanac. You don't want to be with Teksavvy, 3Web, AEI or any of the others. You said you need your service for business and you were concerned about the quality of the service and of the support. You'll get the best response from a first tier carrier, because they have no fingers to point. You will ultimately get what you pay for, especially if you expect white glove service.

I've also already commented on the fact that for people like you, who use the internet as a function of earning a living the service is tax deductible. Why not just bite the bullet and get something tailored to the levels of service you claim to require? You'll only pay about half of the cost out of your pocket anyway.

As I stated before, there was no re-provisioning of my line going from 3web to Teksavvy.
There is no reason why Acanac cannot do the same.

It is not only the front-end, but the back-end that can have an impact on one's connection.

Even though I got a fast sync on profile with 3web, the response time from 3web's back-end servers was horrible: no response at all or high latency.

Teksavvy's back-end however, is way better than 3web's.

Just because you get a fast DSL sync connection doesn't mean you'll have fast surfing/downloading/etc.

If I do try out Acanac and they give me some B.S. about an issue being Bell's problem, and I don't have the issue on my Teksavvy account, there will be a lot of explaining to do!

P.S. Your personal attack posts have been reported. Have a good night!

[fredsmith]

As I stated before, there was no re-provisioning of my line going from 3web to Teksavvy.
There is no reason why Acanac cannot do the same.

It is not only the front-end, but the back-end that can have an impact on one's connection.

Even though I got a fast sync on profile with 3web, the response time from 3web's back-end servers was horrible: no response at all or high latency.

Teksavvy's back-end however, is way better than 3web's.

Just because you get a fast DSL sync connection doesn't mean you'll have fast surfing/downloading/etc.

If I do try out Acanac and they give me some B.S. about an issue being Bell's problem, and I don't have the issue on my Teksavvy account, there will be a lot of explaining to do!

P.S. Your personal attack posts have been reported. Have a good night!

I don't quite get you . . . . you counsel people NOT to sign up with Acanac, http://www.redflagdeals.com/forums/showpost.php?p=8927332&postcount=32 yet you persist in your inane publicity stunt.

Why don't you just hang out on a 3Web forum and take pot shots at an ISP you have experience with, rather than announcing your intent to somehow shame this one before you even sign up?

Most people have no trouble with whatever ISP they use. So I guess I have to go through it using short sentences:

How do you know your line wasn't reprovisioned? Do you have the circuit ID for your various subscriptions? Has it changed? If it hasn't, do you have the provisioning log?

You just assume WAY too much.

Of course you were reprovisioned. Otherwise you'd still be running the profile from 3Web, and the circuit ID listed as a 3Web account. So even if they didn't change the physical connection (which they may very well have, because they had a disconnect order from 3Web and an installation order from Teksavvy), at the very least your circuit was reprofiled and your modem reprovisioned.

But you know better, of course.

Right.

And, thank you for the good wishes. I slept well, thanks.

[bruceferns]

While I see and read that some of the posts may seem like personal attacks, IMO you are doing the same.

If you are not happy with this thread you are welcome to not use or not click on the link, please do not ask the thread be closed due to a personal vendetta. There are individuals like myself who would like to read threads like this and compare and make an educated decision.

MODS: May I please request you not to close this thread?

Bruce


Since you've resorted to personal attacks, I ask you to look in the mirror and then you'll see dumb. When I was with 3web and converted to Teksavvy, they did NOT re-provision my line. Teksavvy ensured that my line remained active and I lost no service during the transfer. Can Acanac not do this?

But even if they did terminate the DSL connection and start a new profile for Acanac, why would Bell re-provision to a lower profile when Teksavvy is terminated and Acanac remains?

Does Teksavvy have special powers with Bell that no other 3rd party ISP has?

hmmmm......

Or is it more likely that Acanac requests Bell to provision at a lower profile in order to reduce the bandwidth they must pay Bell for?

You are right there are many experiences here (mostly negative), and my experience is as valid as any. Who are you to say otherwise?

Keep up with this line of posts and I will report you to the moderators and request this thread be closed as it seems to be a self-serving promotion of Acanac....

[mystery]

I don't quite get you . . . . you counsel people NOT to sign up with Acanac, http://www.redflagdeals.com/forums/showpost.php?p=8927332&postcount=32 yet you persist in your inane publicity stunt.

What publicity stunt do you speak of?

Why don't you just hang out on a 3Web forum and take pot shots at an ISP you have experience with, rather than announcing your intent to somehow shame this one before you even sign up?


Why not quote where I shame this one (I assume you mean Acanac) without cause (+2 weeks without internet connection with Acanac where you ask if the user wants Imelda Acanac to come over with a ball of wire)
http://www.redflagdeals.com/forums/showpost.php?p=8968739&postcount=1864
http://www.redflagdeals.com/forums/showpost.php?p=8968889&postcount=1866

My use of an example shows there can be a difference in service from a different ISP using the same Bell infracture, and that testing of Acanac vs. another ISP at the same time is valid, not that I have to explain this to you.

Most people have no trouble with whatever ISP they use. So I guess I have to go through it using short sentences:

How do you know your line wasn't reprovisioned? Do you have the circuit ID for your various subscriptions? Has it changed? If it hasn't, do you have the provisioning log?

You just assume WAY too much.

Of course you were reprovisioned. Otherwise you'd still be running the profile from 3Web, and the circuit ID listed as a 3Web account. So even if they didn't change the physical connection (which they may very well have, because they had a disconnect order from 3Web and an installation order from Teksavvy), at the very least your circuit was reprofiled and your modem reprovisioned.


Because Teksavvy informed me that they would do something on their end to ensure no loss in service, which I didn't experience. How do you know I DID get provisioned?

But even if I had been, and there is this big Bell conspiracy, why would I get a better line provision with Teksavvy than 3web?

As I said before the back-end infracture provided by the ISP is just as important as the front-end.

You seem to know a lot about DSL by the way you talk, and yet you seem to think a user needs to buy or rent a modem from a specific ISP to use their service:

Yeah, but $29.95/month is $33.80 (or 33.97, depending on province)/month with taxes.

Plus you have the pleasure of paying more for your modem.

You may not be concerned about the cap today, but for 20 cents a month, why not get unlimited?

If, of course you'd like to copmpare apples to apples;

Teksavvy ubcapped is 39.95/month plus tax and Acanac is 39.95 tax incluided - close to 14% less expensive.

Then there's the free month per referral!!

But of course that little faux pas was to the benefit of Acanac.

[fredsmith]

While I see and read that some of the posts may seem like personal attacks, IMO you are doing the same.

If you are not happy with this thread you are welcome to not use or not click on the link, please do not ask the thread be closed due to a personal vendetta. There are individuals like myself who would like to read threads like this and compare and make an educated decision.

MODS: May I please request you not to close this thread?

Bruce

Hey Bruce;

I, for one have decided that he isn't worth wasting any more time on.

[Ryan]

STOP fighting with each other or you will both get infractions.

Just ignore each other.

[jamewoong]

STOP fighting with each other or you will both get infractions.

Just ignore each other.

WoW, what wind brings our admin here :lol:

[EPcjay]

I wanted to say I had a good experience with Acanac when I switched over from Bell DSL.

My line was workiteng right away. I was able to login to both my bell userID and Acanac UserID at separa times, and I did not have downtime! When I canceled my bell DSL, it did not affect my Acanac service at all.

Way to go!

[fredsmith]

STOP fighting with each other or you will both get infractions.

Just ignore each other.

Ryan;

I am already ignoring him. Had already decided when MP3_sky showed up that he wasn't worth wasting more of my time, since all he wants to do is pick fights. Didn't you see my message to Bruce?

[mystery]

STOP fighting with each other or you will both get infractions.

Just ignore each other.


Ryan;

I am already ignoring him. Had already decided when MP3_sky showed up that he wasn't worth wasting more of my time, since all he wants to do is pick fights. Didn't you see my message to Bruce?

Ryan, after MP3_sky's request to keep the thread informative and friendly:

http://www.redflagdeals.com/forums/showpost.php?p=9021615&postcount=1964

fredsmith decided to post this:

http://www.redflagdeals.com/forums/showpost.php?p=9022369&postcount=1968

And he still is trying to argue that "I want to pick fights".

[Reborn]

This fredsmith guy obviously works for the company. I find it quite interesting how acanac deals with it's customer complaints. Have a guy mock you, and pretty much tell you too bad for you, don't complain attitude.

[rdx]

I actually managed to work out a very good transition time with Acanac. I found out the exact last date of service from Bell, and Acanac was able to activate my service the day after as per my request. So, no down time, no overlap payment :)

Right now, I am getting roughly 4.6 to 4.9M, I am totally fine with it (actually, the first day I check when I hooked up my PC directly to the modem, I got 4.99M). When I was with Bell, I was getting 5.3M (that was the speed I got a week before the end of my Bell service) even they are selling 7M.

And Acanac's response time from this forum or emails are very good. Usually, they will reply in one day. Actually, service was one thing Bell kept telling me not to switch over as they claim no one can match their service.........., but how often do we call support? usually maybe in the beginning of the setup. I was with Bell for over 5 yrs, I might call them for less them 3 times.

Keep up the good work, Acanac. If you keep getting the speed up and the price low, I am sure I will continue getting the service from you guys :)

[signup]

This fredsmith guy obviously works for the company. I find it quite interesting how acanac deals with it's customer complaints. Have a guy mock you, and pretty much tell you too bad for you, don't complain attitude.

I think he's not only working but it seems like he is promoting, advertising/campaining for Acanac the way he defended the company even the client had a worse experienced in their service.

[ClubberLang]

I think he's not only working but it seems like he is promoting, advertising/campaining for Acanac the way he defended the company even the client had a worse experienced in their service.

I am a satisfied Ancanac user but fredsmith's attitude in this thread makes me want to cancel. It's that bad.

[Imelda_Acanac]

Customers who switch internet service providers and have tried
a few would know how to answer this question on whether they
got the same profiles and speeds or if changes both temporary
or permanent were done while using a certain ISP. Yes Bell controls
the phone lines which ISPs use for customers. As long as the
customer remains in the same address with the same modem
and home setup and uses the same phone line and number
with the same distance from the Bell Central Office, technically
whatever ISP they pick should be able to get them the same
profile and speeds. Sometimes during the switch, the profile
and speeds may temporarily change to lower (or higher) but
a 'raise profile' ticket request to Bell through an ISP such as Acanac
should bring the profile and speeds to the same. If it is true that
Bell may be reserving the best positions for their customers, such
as the COs with remote (boosters), that transfer too can be requested
through the ISP contacting Bell on behalf of the customer,
if there is room